Customer Liaison Officer

Mears Group PLC; Peterborough; On-site; GBP 17,000 - 28,000; Full time

Benefits offered by this job

Company Sick Pay

Life Assurance (2x salary)

Pension scheme (5% employee, 3% from?m

25 days annual leave + bank holidays

Employee Assistance Programme

Cycle to Work Scheme

Share save scheme

Learning and development opportunities

Job summary

Mears Group PLC in Peterborough is seeking a Customer Liaison Officer to act as the main contact between residents, the Council and our operational teams. The role involves informing and supporting customers throughout planned and responsive maintenance, handling enquiries and complaints, and promoting resident engagement.

The position is full time, permanent, 42.5 hours per week (Mon-Fri, 8am–5pm). A driving licence and MS Office proficiency are required, with a company van and fuel card

Qualifications

• Experience in managing customer enquiries and complaints in a reactive and planned maintenance context.
• Strong verbal and written communication with diverse audiences.
• Able to stay calm and professional under pressure and meet targets.

Responsibilities

• Act as ambassador for Mears and Council and support customer engagement across all works.
• Coordinate and attend resident meetings and consultations with the Council.
• Provide a single point of contact for residents during planned works and feedback collection.
• Support Helpdesk by handling escalated calls and recording outcomes.
• Ensure documentation, records and reports are accurate and up to date.

Skills

Customer facing experience

Communication skills

Problem solving

MS Office

Driving licence

Tools

Microsoft Office Suite

Job description

Annual salary: up to £28,186.33

Customer Liaison Officer

Peterborough

£28,186.33 per annum, plus company van and fuel card

Full time - Permanent - 42.5hrs per week Monday - Friday 8am till 5pm

About the role:

As a Customer Liaison Officer, you will be the key link between residents, the Council, and operational teams, ensuring customers are informed, supported, and engaged throughout planned and responsive maintenance works. You'll manage customer enquiries and complaints, coordinate communication activities, gather feedback, and help deliver excellent customer service. Working closely with colleagues across the branch, you'll promote resident engagement, support social value initiatives, maintain accurate records, and ensure customer needs remain at the heart of service delivery.

Role responsibilities

• Act as an ambassador for Mears and the Council and support customer engagement activities across all work streams; planned and responsive works.
• Work with the Council to support their resident engagement programme, attending resident meetings/consultation activities as necessary.
• Work with supervisors to ensure that appropriate consultation and communication with residents is undertaken, in their homes or during specific events, providing a point of contact during planned works and ensuring that feedback is obtained on works completion.
• Provide support and feedback to the Helpdesk, taking escalated calls as appropriate.
• Provide a single point of contact for customer and client throughout the complaint process, investigating issues, providing full responses or information within target times.
• Ensure that lessons learned from complaints, and complaint resolution actions are recorded and acted upon throughout the branch.
• Escalate any concerns about work processes, behaviour, safeguarding to the appropriate manager.
• Ensure all related policy, process and procedures are fully adhered to, and maintain accurate and relevant complaint, customer satisfaction and feedback records using company systems providing reports for the Council as required.
• Review, coordinate and monitor all customer related tasks and communication materials as appropriate.
• Support delivery of customer training, including standards and safeguarding, to operational teams and subcontractors.
• Act as a champion for social value, supporting the branch in specific activities and recording and promoting achievements.
• Provide administrative support across the office team and work closely to support other colleagues as required.

Key Criteria

• Previous experience in a customer facing role with experience in the above duties
• Proactive in supporting colleagues, sharing knowledge, and contributing to team objectives while maintaining a positive and adaptable attitude.
• Demonstrated ability to manage enquiries, resolve issues promptly, and maintain high levels of customer satisfaction in fast-paced environments.
• Skilled in verbal and written communication, including drafting professional correspondence, formal letters, and clear reports for diverse audiences.
• Experienced in handling sensitive situations, mediating disputes, and achieving mutually beneficial outcomes with residents and stakeholders.
• Able to work under pressure, adjusting priorities to meet changing deadlines and project requirements.
• Previous experience managing documentation, maintaining accurate records, and ensuring compliance with organisational standards.
• Ability to use of Microsoft Office Suite (Word, Excel, Outlook) and other digital platforms for scheduling, reporting, and communication.
• UK Full Driving licence.

Benefits we can offer you.

• Company Sick Pay
• Life Assurance (2x annual salary)
• 5% employee and 3% employer pension contribution with People pension
• 25 days annual leave plus bank holidays
• Family friendly policies including enhanced maternity (14 weeks full pay, 12 weeks half pay and 13 weeks statutory pay), paternity (2 weeks full pay) and adoption leave
• Employee Assistance Programme - free confidential support and counselling available
• Mears Rewards offering discounts and cashback at leading retailers including travel, household items and shopping
• 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 - up to two days per year to support community initiatives
• Cycle to Work Scheme
• Share save scheme
• Recognition and long service awards
• Buy up to 5 days holiday each year depending on length of service
• Learning and development opportunities
• Career progression opportunities across Mears Group
• Occupational health support
• Green car scheme with Tusker after successful probation period
• We have a range of internal forums that Aline with our company core values and beliefs including Mears Men, Women's Heath, Pride at Mears, R.E.A.C.H, Women Operative support, Armed Forces, Women in Leadership, Diverse

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

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.