Resident Liaison Officer (Planned & Retrofit)

Mears Group PLC; Cottenham; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Company Sick Pay

Life Assurance (2x salary)

Pension contribution 5%

25 days annual leave

Job summary

Mears Group PLC in Cambridge, Cottenham, is seeking a Resident Liaison Officer for the SHDF retrofit programme. You will provide front-facing support and proactive communication throughout the works life cycle, ensuring the customer remains at the heart of the service.

You will build relationships with residents, explain planned works, manage access, and support vulnerable residents while coordinating with site teams and stakeholders to resolve queries promptly.

Qualifications

• Strong customer service experience with a resident-focused approach.
• Previous experience in a Resident Liaison or similar role.
• Excellent written, verbal and interpersonal communication skills.
• Ability to manage multiple priorities in a busy, fast-paced environment.

Responsibilities

• Act as the main point of contact for residents throughout the retrofit works, providing clear and regular updates.
• Build positive relationships with residents, ensuring their needs and concerns are listened to and managed professionally.
• Explain planned works, timescales and what residents can expect before, during and after works take place.
• Arrange and coordinate access to properties, working closely with residents and operational teams to minimise disruption.
• Support residents throughout the works, including those who may be vulnerable or require additional assistance.
• Liaise with site teams, contractors and other stakeholders to resolve resident queries, concerns or complaints promptly.
• Carry out resident visits and maintain regular face-to-face communication throughout the works programme.
• Maintain accurate records of resident communications, appointments, access arrangements and any issues raised.
• Support resident engagement activities, including meetings, consultations and information sessions where required.
• Monitor customer satisfaction and proactively address any issues that could impact the resident experience.
• Ensure residents are treated with respect and that the customer remains at the heart of the service throughout the works lifecycle.
• Work collaboratively with the wider team to support the successful delivery of the SHDF retrofit programme.

Skills

Customer service

Resident liaison

Communication skills

Multi-tasking

Record keeping

Team collaboration

Job description

42.5 hours per week Monday – Friday
“Our Planned and Retrofit branch is at the forefront of delivering high-quality improvement works across our portfolio—enhancing homes, increasing energy efficiency, and making a real difference in communities.”.

Annual salary: up to £29,856.80
Resident Liaison Officer
Cambridge, Cottenham
Full Time Permanent
Salary up to £29,856.80 per annum
42.5 hours per week Monday – Friday
“Our Planned and Retrofit branch is at the forefront of delivering high-quality improvement works across our portfolio—enhancing homes, increasing energy efficiency, and making a real difference in communities.”.

About The Role

As a Resident Liaison Officer, you will be working on our SHDF retrofit programme within the social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community. Providing front facing support and advice as required and delivering proactive communication throughout the works life cycle. Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers.

Duties

• Act as the main point of contact for residents throughout the retrofit works, providing clear and regular updates.
• Build positive relationships with residents, ensuring their needs and concerns are listened to and managed professionally.
• Explain planned works, timescales and what residents can expect before, during and after works take place.
• Arrange and coordinate access to properties, working closely with residents and operational teams to minimise disruption.
• Support residents throughout the works, including those who may be vulnerable or require additional assistance.
• Liaise with site teams, contractors and other stakeholders to resolve resident queries, concerns or complaints promptly.
• Carry out resident visits and maintain regular face-to-face communication throughout the works programme.
• Maintain accurate records of resident communications, appointments, access arrangements and any issues raised.
• Support resident engagement activities, including meetings, consultations and information sessions where required.
• Monitor customer satisfaction and proactively address any issues that could impact the resident experience.
• Ensure residents are treated with respect and that the customer remains at the heart of the service throughout the works lifecycle.
• Work collaboratively with the wider team to support the successful delivery of the SHDF retrofit programme.

Role Criteria

• Strong customer service experience with a professional, resident-focused approach.
• Previous experience in a Resident Liaison or similar role.
• Excellent written, verbal and interpersonal communication skills.
• Ability to manage multiple priorities in a busy, fast-paced environment.
• Good organisational, planning and time management skills.
• Experience managing customer queries, complaints and expectations effectively.
• Confident engaging with residents and providing clear updates throughout works.
• Experience working collaboratively with operational teams, partners and stakeholders.
• Competent using computerised systems and maintaining accurate records.
• Experience supporting customer engagement, community projects or service improvements.
• Ability to build positive relationships and ensure customer feedback is communicated and acted upon.

Benefits We Can Offer You

• Company Sick Pay
• Life Assurance (2x annual salary)
• Commercial Vehicle
• 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
• Be part of an inclusive workplace with access to a range of colleague networks and support groups focused on diversity, wellbeing and career development. From Disability, Pride (LGBTQ+) and Ethnic Diversity networks to Women in Leadership, the Women Operative Support Group, Women's Health, Men's Mental Health and Armed Forces communities, these groups provide opportunities for support, connection and professional development across our diverse workforce.

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.