Job Summary
Annual salary: up to £30,000 per annum. Location: Evesham. Contract: Full Time Permanent. Salary up to £30,000 per annum, plus company van & fuel card. 42.5 hours per week (8-5 Monday – Friday).
About the Role
We are recruiting experienced Customer Liaison Officers across South Worcestershire, North Gloucestershire, and surrounding areas to support the mobilisation and ongoing delivery of the contract.
Key Responsibilities
- Deliver a front‑line professional service to all customers, ensuring a positive experience.
- Coordinate and manage customer‑related operational tasks and communications.
- 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 customers, ensuring effective follow‑up.
- Assist with social value initiatives and customer engagement across all channels.
- Help resolve front‑line complaints and queries in collaboration with the Customer Service Centre.
- Champion social value, internal communications, and the red thread approach.
- Engage customers positively, involve them in service delivery, and manage expectations.
- 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.
- Support delivery of customer‑focused training to operational teams.
- Represent Mears professionally as a brand ambassador.
- Adhere to all relevant policies, processes, and procedures.
- Recognise and escalat safeguarding concerns appropriately.
- Provide basic guidance on tenancy conditions, lease agreements, and resident responsibilities.
- Communicate key safety messages and promote compliance with fire safety regulations.
- Participate in or coordinate regular estate and property inspections.
- Work with local authorities, contractors, and support services to resolve complex resident issues.
- Assist with complaint investigations and ensure thorough documentation.
- Organise and facilitate resident engagement events, forums, and site briefings.
- Support residents in accessing digital services and inclusive communication.
- Gather resident feedback and satisfaction data to inform service improvements.
- Identify and support residents with additional needs, referring to appropriate services where necessary.
Role Criteria
- Good customer service skills.
- Experience in handling complaints and resolving queries.
- Clear written and verbal communication 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 escalat 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.
- Volunteering leave, paid volunteering in the community.
- Staff perks with Mears Rewards: discounts up to 10% on groceries, holidays, eye test vouchers; Share save scheme, and more.
- Family friendly policies.
- Company van, fuel card and uniform.
Requirements and Conditions
- Candidates must have the entitlement to work within the UK.
- Mears does not offer visa sponsorship.
- To drive a Mears vehicle, the candidate must be aged over 21, have held a licence for more than 3 months and have less than 9 points.
- Candidates are subject to relevant background, identity and security checks before commencement of employment.
Contact
Apply below or to discuss your application further; contact: Joe Monger (joe.monger@mearsgroup.co.uk).
Equal Employment Opportunity
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). We support 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 optional and will not impact your application. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds.
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