Resident Liaison & Customer Experience Officer

Mears Group; England; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Company Sick Pay

Life Assurance (2x annual salary)

5% employee pension contribution

25 days annual leave

Job summary

Mears Group in Peterborough is seeking a Customer Liaison Officer to be the main link between residents, the Council, and operational teams. You will manage inquiries, coordinate communications, and promote resident engagement during planned and responsive maintenance works.

The role requires strong verbal and written communication, handling of sensitive situations, and proficiency with Microsoft Office. A UK driving licence is mandatory, and the position offers a full-time permanent contract

Qualifications

• Previous experience in a customer facing role with the above duties.
• Proactive in supporting colleagues, sharing knowledge, and contributing to team objectives.
• Ability to manage enquiries, resolve issues promptly, and maintain high customer satisfaction.
• Skilled in verbal and written communication with formal correspondence and reports.
• Experience handling sensitive situations and mediating disputes with residents.
• Capable of working under pressure and adjusting priorities.
• Experience managing documentation and maintaining accurate records.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook).
• UK Full Driving licence.

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 resident engagement programmes and meetings.
• Coordinate consultation and communication with residents during planned works.
• Provide support and feedback to the Helpdesk and handle escalated calls.
• Be the single point of contact during the complaint process and provide responses within target times.
• Record lessons learned and ensure actions across the branch.
• Escalate concerns about processes, safeguarding to the manager.
• Maintain policy compliance and up-to-date complaint records for reporting.
• Review and monitor all customer tasks and communications.
• Support delivery of customer training, including safeguarding.
• Champion social value and recording achievements.
• Provide administrative support across the office team.

Skills

Customer service

Communication

MS Office

Driving licence

Job description

Mears Group in Peterborough is seeking a Customer Liaison Officer to be the main link between residents, the Council, and operational teams. You will manage inquiries, coordinate communications, and promote resident engagement during planned and responsive maintenance works.

The role requires strong verbal and written communication, handling of sensitive situations, and proficiency with Microsoft Office. A UK driving licence is mandatory, and the position offers a full-time permanent contract