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Customer Liaison Officer

Annual salary: up to £31,229.01

REQ0034805

Permanent

Housing Repairs and Maintenance

Permanent

Business Area:

Contract Type:

Location:

Caerphilly

Wales

CF83 2AX

Additional Locations:

Last Updated:

07

/

07

/

2025

Apply
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A Mears tradeswoman holding a toolboxMears housing with care colleague with a service userA Mears communications and marketing colleague standing next to a colleague sitting down at a deskA Mears colleague presenting their ID to a resident at their doorstepThree Mears vans parked side by side in a car parkA Mears Facilities Management colleague painting a stairwayA Mears housing construction colleague wearing a hard hat and high visibility jacket on a construction siteA Mears call centre colleague answering the phoneThree Mears colleagues talking together round their desks in an officeA Mears colleague talking to a resident on a tableA Mears van parked up showing the Mears logo
Annual salary: up to £31,229.01

Customer Liaison Officer

Caerphilly

Full Time – Permanent Role

Salary £31,229.01 per annum

Do you want to be proud to work for a company that gives back as much as you?


Celtic Horizons operate in South Wales and the Valleys from our offices in Caerphilly, we are looking for a talented and customer focussed Customer Liaison Officer. You will be an integral part of the planned / capital works team, and you will put United Welsh’s tenants at the heart of everything we do and ensure we continue to deliver high customer satisfaction.   

Celtic Horizons was the first wholly owned subsidiary of its kind formed by United Welsh Housing Association, who entered into a partnership with Mears Group. Celtic Horizons care for over 6000 properties spanning over 11 local authority areas in South Wales.


About the Role

As our Customer Liaison Officer, you will administrate and manage the delivery of Customer Care for individual properties. You’ll liaise with tenants regarding planned, capital and project works, ensuring their individual satisfaction and work with the planned, capital and project teams.

The ability to provide fantastic customer services as well as building relationships with colleagues and customers is a must. We are a performance targeted business, so you must be decisive, flexible

Role Responsibilities

  • You will be responsible for increasing Celtic Horizons presence and involvement within the community, by developing schemes and programmes that will assist in the long-term partnership within the contract.
  • Providing a front-line professional service to all customers - pro-actively deliver a positive experience.
  • Coordinating and delivering all customer operational related tasks.
  •  Encouraging positive relationships between Celtic Horizons and the customer, ensuring all actions are followed up and communicated effectively.
  • Supporting customer engagement activities across all channels.
  • 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.
  • Acting as a Celtic Horizons brand ambassador

Role Criteria

  • A proven track record of working in a customer care environment
  • You must have strong I.T skills particularly in Microsoft Word and Excel
  • Good written & verbal communication skills
  • Excellent Numeracy skills
  • A full, valid, current driving licence

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.


Benefits we can offer you 

  • 25 days annual leave plus bank holidays
  •  Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
  • Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
  • Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
  • Family friendly policies
  • Company Car Allowance of £3,600pa


To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points

Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment. 

Apply below or to discuss your application further; contact:

Lauren Bellini (lauren.bellini@mearsgroup.co.uk)

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, 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) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to 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 to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.

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