Customer Liaison Officer

Annual salary: up to £31,000.00. Customer Liaison Officer - Birmingham, Fulltime - Permanent. Salary up to £31,000 per annum. Company van and fuel card provided. 40 hours per week, Monday - Friday.

About the Role

As a Customer Liaison Officer you will work on our planned and capital maintenance programme within the social housing sector, delivering excellent service and support through local teams. You will provide front facing support and advice, deliver proactive communication throughout the project life cycle, and put the customer at the heart of everything we do, ensuring we meet the needs of the business, our clients, and our customers.

Responsibilities

• Provide a front line professional service to all customers and tenants, pro actively delivering a positive face to face experience.
• Handle multiple tasks in a high volume, rapidly changing environment.
• Coordinate and deliver all customer operational related tasks and communication materials as appropriate.
• Ensure customer and tenant appointments are attended on time and to standard.
• Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively.
• Support customer engagement activities across all channels.
• Help the Customer Service Centre resolve front line complaints and queries.
• Engage customers positively, involve them in the overall delivery process, keep them informed of progress on works, and manage expectations.
• Convey accurate and timely information to customers and the operational team in clear terms.
• Ensure customers' opinions are acknowledged and fed back into operational teams, championing customer insight solutions for community projects.

Key Criteria

• Proven experience working within a social housing or local authority environment, with a good understanding of responsive repairs, planned works, compliance requirements and delivering services to agreed standards and KPIs.
• Organised with a strong eye for detail, ensuring accuracy across documentation, reports, project updates and compliance records, maintaining high standards throughout delivery.
• Excellent communication skills (written and verbal).
• Demonstrable experience supporting or delivering projects from start to finish, managing timelines, coordinating activity and resolving issues.
• Experience engaging directly with residents, providing clear updates and managing expectations.
• Experience handling customer complaints professionally and empathetically.
• UK full driving licence.

Benefits

• 25 days annual leave plus bank holidays.
• Company van and fuel card.
• Uniform.
• Mears Fun Day - an annual event organised as a thank you from the Executive team.
• Volunteering leave - paid time off to undertake volunteer work 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.

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 for over 3 months, and have fewer than 9 points. Candidates should be aware that all our roles are subject to relevant background, identity and security checks before commencement of employment.

Mears Group is 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, hold the Gold Award in the Defence Employer Recognition Scheme (ERS), and have an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers. We invite applicants to share their background information voluntarily to help us enhance social mobility.

Our Values - Customers / Innovation / Teamwork / Responsibility.