Mears Group
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)
Mears is the largest provider of repairs, maintenance, and regeneration services across the UK. We partner with over 70 local authorities, Arm’s Length Management Organisations (ALMOs), and Housing Associations, delivering tailored rapid-response and planned maintenance services.
About the Role
We are seeking a Complaints Officer to join our team, working with Octavia Housing Association, providing proactive support and resolution for all service-related complaints while championing our core commitment to customers. As the face of Mears on the front line, you will ensure our clients receive excellence in service delivery while maintaining alignement with our goal of improving communities.
The role operates within our Social Housing project under the Octavia partnership. Key accountabilities include:
- Delivering a responsive, efficient, and compassionate complaint-handling service.
- Collaborating closely with Mears’ Group Customer Success Manager and local operational teams.
- Supporting the Red Thread approach, championing social value, and engaging with diverse communities.
Key Responsibilities
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Front-Line Complaints Resolution:
- Assess, investigate, and resolve front-line complaints and service queries promptly.
- Maintain accurate and detailed documentation of complaints and resolutions.
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Customer Experience:
- Provide a professional, accessible front-line service to ensure positive customer journeys.
- Ensure attendees receive appointments promptly and of high standards.
- Gather and share customer feedback with operational teams to drive service improvements.
- Represent Mears as a brand ambassador.
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Collaboration & Relationships:
- Build strong, accountable relationships with Octavia Housing Association and other partners.
- Support social value initiatives and ensure engagement across all communication channels.
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Resident Support:
- Assist residents with accessing digital services and inclusive communication to enhance accessibility.
- Provide guidance on housing legislation and tenancy enforcement procedures.
- Promote best practice around anti-social behaviour prevention and resolution.
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Safeguarding & Compliance:
- Recognise and escalate safeguarding concerns appropriately, following procedures.
- Adhere to all relevant policies, protocols, and secure systems in compliance with Mears Group’s regulations.
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Operational Role:
- Take accurate meeting minutes and produce clear written updates.
- Align with local authorities, contractors, and support teams to resolve complex issues.
Key Criteria
Essential Experience & Competencies:
- Proven experience in handling complaints and resolving queries in a customer-facing role.
- Monitoring of social housing operations, including understanding of voids/ repairs management.
- Strong written, verbal, and telephone communication skills.
- Track record of high-quality customer service, including managing difficult, sensitive, and high-stakes conversations.
- Ability to solve problems effectively under pressure.
- Confident in using digital and IT systems.
- Before能力和热情去支持团队或作为独立成员工作。
- Awareness of tenancy enforcement, including best practices in managing anti-social behaviour.
- Familiarity with safeguarding principles, knowledge of escalation paths.
Preferred Qualifications:
- Experience within a multicultural or diverse community, promoting inclusion and equality.
- Formal qualifications in housing support, customer relations, or a related field would be beneficial but are not mandatory.
Benefits
Mears is committed to the wellbeing and performance of our team. As a role within the organisation, this position offers:
- Annual leave: 25 days plus public holidays.
- Mears Fun Day: A flagship corporate retreat to celebrate colleagues’ hard work and achievements.
- Volunteering Leave: Paid leave to support pro bono community service, aligned with our social value commitment.
- Mears Rewards: Discounts across food, holidays, eye tests, share schemes, and essentials (up to 10% off).
- Professional Equipment: Issue of a company van/fuel card and uniform provided.
- Family-friendly Policies: Extensive support for work-life balance needs.
- Shortlisting questions: Optional sharing of background and social mobility efforts in line with Mears’ Social Mobility Index approach.
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About Mears
At Mears, we value diversity and inclusion—guilded by the Disability Confident framework. We also honour the Armed Forces Covenant, holding a Defence Employer Recognition Scheme (Gold Award) and an Endorser Award for the Career Transition Partnership.
We're leading efforts in social mobility, encouraging applications from all societal backgrounds through voluntary application-sharing of experiences and likings.
Our Core Values:
- Teamwork – We excel as one.
- Responsibility – Delivering trust and accountability.
- Innovation – Contributing imaginative solutions to service gaps.
- Customer Obsession – Joining the human enthusiasm behind our work.
We are proud of fostering a culture where every smashed window, every bustling repair job, and every elevated community reflects the passion of our colleagues. Our goal is to improve homes, communities, and lives—become the people behind the Mears smile.
Application Info: For more information or to discuss this excitatory Complaints Officer opportunity, contact Vicky Rudge at: Vickie.Rudge@mearsgroup.co.uk
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