Customer Liaison Officer

Mears Group; Greater London; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

25 days annual leave

Mears Rewards

Volunteering Leave

Company van

Fuel card

Uniform

Family friendly policies

Job summary

Mears Group is hiring a Complaints Officer in West London to manage front-line complaints for the Octavia Housing Association contract. You will resolve issues, document investigations, and provide excellent customer service on a frontline basis.

The role supports social housing residents, requires strong communication skills, and offers full-time permanent employment with a competitive salary. You will work with local teams to ensure timely, accurate information and positive customer outcomes.

Qualifications

• Experience in handling complaints and resolving queries.
• Experience of working within Social Housing.
• Understanding of Voids & Repairs and tenancy processes.

Responsibilities

• Help resolve front-line complaints and queries.
• Assist with complaint investigations and ensure thorough documentation.
• Deliver a front-line professional service to our client with a positive experience.
• Attend customer appointments promptly and to required standards.
• Support the Group Customer Success Manager with operational needs.

Skills

Complaints handling

Social housing experience

Voids & Repairs knowledge

Customer service

Written & verbal communication

IT literacy

Problem solving

Teamwork

Empathy & discretion

Stakeholder engagement

Job description

Annual salary: up to £34,000.00 Complaints Officer Location: West London Contract: Full Time Permanent Salary: Up to £34,000

We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm’s Length Management Organisations and Housing Associations.

About the Role:

We are looking for a Complaints Officer to join our team who can positively represent Mears, working with Octavia Housing Association to provide front facing support and advice for all complaints. Putting the client at the heart of everything we do; ensuring we meet the needs of the business and our client. As a Complaints Officer, you will be working alongside our Octavia contract within the Social housing project, delivering excellent service and support through our local teams, who understand the importance of working together for the local community.

Key Responsibilities:

• Help resolve front-line complaints and queries
• Assist with complaint investigations and ensure thorough documentation
• Deliver a front-line professional service to our client, ensuring a positive experience
• Attend customer appointments promptly and to required standards
• Support the Group Customer Success Manager with operational needs
• Build and maintain positive relationships between Mears and the client
• Assist with social value initiatives and customer engagement across all channels
• Champion social value, internal communications, and the red thread approach
• Communicate accurate and timely information to customers and operational teams in clear terms
• Ensure customer feedback is acknowledged and shared with operational teams to improve service
• Represent Mears professionally as a brand ambassador
• Adhere to all relevant policies, processes, and procedures
• Recognise and escape safeguarding concerns appropriately
• Work with local authorities, contractors, and support services to resolve complex resident issues
• Support residents in accessing digital services and inclusive communication
• Gather resident feedback and satisfaction data to inform service improvements

Key Criteria:

• Experience in handling complaints and resolving queries
• Experience of working within Social Housing
• Understanding of Voids & Repairs
• Clear written and verbal communication skills
• Great customer service skills
• Professional telephone manner
• Experience in community engagement, social value, or resident involvement
• IT literate and confident using digital systems
• Effective problem-solving skills
• Ability to work independently or as part of a team
• Understanding of tenancy enforcement procedures and anti-social behaviour protocols
• Awareness of safeguarding principles and how to escape concerns
• Ability to manage sensitive conversations with empathy and discretion
• Experience working with diverse communities and promoting equality and inclusion
• Knowledge of housing legislation and local authority procedures
• Ability to take accurate meeting minutes and produce clear written records

Benefits:

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies
• Company Van, Fuel Card and Uniform

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship. Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility.

We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds.

These questions are optional and will not impact your ability to apply.

We are the people behind the smile! At Mears we look for people who share our vision and values - to make a positive difference to the communities we serve.

We do this by improving homes, improving communities and improving lives.

We are proud of our business and the opportunities we provide to colleagues working across the UK.

Our Values - Customers / Innovation / Teamwork / Responsibility