Mears Group PLC
Customer Liaison Officer
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Customer Liaison Officer
Complaints Officer
Annual salary: Up to £34,000.00
Location: West London Contract: Full Time Permanent
A vacancy has arisen at our hugely impressive West London office for you to join our growing team. Working alongside Octavia Housing Association, you will take pride in providing a world-class service to the social housing sector.
At Mears, we are very proud to be the largest service provider of repairs, maintenance and regeneration projects across the UK. Delivering over £180m of service spend for 70+ housing organisations, from local authorities to Housing Associations, our work brings comfort, security and pride to thousands of homes. To date, we’ve delivered 60+ regeneration projects and our engineers are on call 24 hours a day to service 300,000+ homes.
About the Role
The team are outstanding problem solvers, iterating quickly, and are determined to deliver an unrivalled experience to our clients’ customers. From slick operations to effective housing, our track records speak for themselves: **safe, social value driven, and always solving difficult challenges—**delivered with personal warmth.
If this opportunity to demonstrate your skills in customer service, social housing, and complaint resolution excites you, we’d like to hear from you.
Key Responsibilities
To succeed in the role, and handle all aspects of complaints management, you will need to:
- Actively
- Help resolve frontline complaints and questions
- Work collaboratively on complaint investigations with other teams and ensure thorough documentation
- Provide professional front-line service:
- Ensure a positive customer experience through responsive engagement
- Attend customer appointments promptly and to the required highest standards
- Work closely with internal teams and clients to:
- Support Group Customer Success Manager’s operational needs
- Build and maintain strong relationships between Mears and the client
- Support all internal corporate priorities:
- Collaborate with the team in social value initiatives for enhanced customer engagement
- Champion ‘Social Value’ and ‘Red Thread’ initiatives, focusing on inclusive communications and creating long-term impact
- Communicate effectively:
- Share timely and accurate information with customers and internal teams while ensuring appropriateness and clarity
- Empower working alongside the community:
- Ensure customer feedback is acknowledged, communicated clearly, and used to improve operational processes
- Adhere to Mears’ corporate values actively
- Support the team in safeguarding awareness, ensuring concerns are escalated appropriately
- Work fast-paced** to resolve complex resident issues, while ensure that partners, contractors and support teams work coherently
- Collaborate with local teams to identify and resolve outstanding service issues
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Checklist of Essential Criteria
- Must have previous experience handling complaints and problem resolution
- Understanding of the social housing process and ways to navigate them with clients
- Experience of managing high-volume reports, voids and repairs
- Clear and compelling verbal & written communication skills
- Maturity and empathetic approach when resolving residential complaints
- Self-starting and ability to work independently or as part of a team
- Awareness and professional use of housing enforcement resolutions and anti-social behaviour protocols
- Knowledge of safeguarding principles and escalation procedures
- A proven ability to take clear, concise notes and produce high quality minutes
- Professional telephone handling ability
Essential personality traits:
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- Filtering empathy when dealing with vulnerable residents
- Strong problem-solving skills to navigate complex requests
- IT literate and confident using social housing systems
- Willingness to promote social value and equal opportunity in all discussions
Nice to Haves
- Experience with housing legislation and regulatory procedures and requirements
- Any experience working with tenants’ associations or managed services
Benefits Package
- 25 days of paid annual leave (pro-rata for part-time)
- Annual Group Fun Day – A special day to celebrate hard work and team spirit
- Volunteering Leave – Paid leave for community involvement, in alignment with our social value mission
- Mears Rewards – Staff discount scheme including savings on groceries, holidays, eyecare, and savings scheme
- Family-friendly policies – supporting work-life balance and parental leave
- Company vehicle, fuel card, and uniform – for those who need it in this role
Candidates must be eligible to work legally in the UK. Regardless of background, all candidates are subject to full security checks before starting their role.
Talk to Vickie Rudge at Vickie.Rudge@mearsgroup.co.uk for further details.
Inclusion and Diversity
We’re a proud Disability Confident employer and fully endorse Armed Forces Covenant. We celebrate the contributions of veterans and have been awarded Gold under the Defence Employer Recognition Scheme (ERS).
Additionally, Mears have been recognised to support workforce transition through their award from the Career Transition Partnership.
To further strengthen our commitment to social mobility, we kindly ask you to share your background to help us gauge diverse programming inputs in a voluntary manner—it will not influence any hiring or recruitment decisions.
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