Resident Liaison Officer

Resident Liaison Officer

Full Time - Permanent - Up to GBP21,500 per annum, depending on experience

We're looking for a Resident Liaison Officer whose quick-thinking and versatile, proactive and can work as part of a team. You will have a responsibility to ensure that all customers and tenants can access and receive the best possible service. You will be responsible for providing a link between tenants and us; and to represent customers in all matters relating to Housing, Repairs and Maintenance.

Who are we?

Mears is one of the UK's leading housing and care providers to both the public and private sector, with over 6,500 employees, working with clients to help develop, fund and implement their placemaking ambitions.

With 30 years of delivering market-leading repairs and maintenance services, Mears is trusted to deliver in excess of 6,000 repairs daily to a portfolio of more than 1,000,000 homes nationwide.

What you will be doing:

You will be responsible for increasing Mears presence and involvement within the community, by developing schemes and programmes that will assist in the long-term partnership within the contract.

As well as this you will be reasonable for the following:

• Providing a front-line professional service to all customers
• Pro-actively deliver a positive experience
• Coordinating and delivering all customer operational related tasks
• Proactively supporting the Group Customer Success Manager as required
• Encouraging positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
• Supporting customer engagement activities across all channels
• Supporting the Customer Service Centre with resolution of front-line complaints and queries
• Acting as a champion for social value, red thread, and internal communications
• Engaging customers in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and manage expectations
• Ensuring customers opinions are acknowledged and feedback into operational teams - champion customer insight solution
• Acting as a Mears brand ambassador

What we need from you:

• Experience working in a customer facing or service delivery role.
• Proven experience of developing and delivering service improvements
• Previous experience working in a social housing environment.
• Strong communication skills
• Good written, verbal, and interpersonal skills.
• Networking & negotiation skills.

What's in for you?

• Competitive basic salary - Up to GBP21,500, depending on experinece
• 25 days annual leave
• Pension Scheme
• Sharesave - a simple way of saving money direct from your salary for 3 years, in order to buy Mears Group PLC (Mears) shares at a price that is fixed and discounted at the outset.
• Employee Assistance Programme
• Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work! Previous years include, Alton Towers, Drayton Manor etc.
• Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, the list is endless.
• Volunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment.

For further information please get in touch with Tom Noble - in the Mears Recruitment Team, otherwise, if you feel you have skills and experience needed, please apply and we will review your application and be in touch to discuss further.