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Resident Liaison Officer

Annual salary: up to £27,077.51

REQ0033234

Permanent

Housing Repairs and Maintenance

Permanent

Business Area:

Contract Type:

Location:

Hersden

South East of England

CT3 4JG

Additional Locations:

Last Updated:

01

/

04

/

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 £27,077.51

​Resident Liaison Officer

Thanet

£27,077.51 per annum, plus company van and fuel card

Full time - Permanent – 42.5hrs per week Monday – Friday 8am till 5pm

We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provides tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm’s Length Management Organisations and Housing Associations.

About the role

  • We are looking for an experienced Resident Liaison Officer to join our team in Thanet. Working with the local Council delivering a variety of planned and responsive repairs works, our team produce work to the highest standards and deliver outstanding customer service. Working directly in the operational structure and supporting the Customer Success Manager as required the RLO will:
  • Act as an ambassador for Mears and the Council and support customer engagement activities across all work streams; planned and responsive works.
  • Work with the Council to support their resident engagement programme, attending resident meetings/consultation activities as necessary (might occasionally involve evenings).
  • Work with the operations manager to ensure that appropriate consultation and communication with residents is undertaken, in their homes or during specific events, throughout a planned works programme and feedback is obtained on works completion.
  • Support Customer Service Centre and Council with resolution of complaints and queries.
  • Provide a single point of contact for customer and client throughout the complaint process, investigating issues and providing full responses or information within target times, and ensuring that lessons learned are acted upon throughout the branch.
  • Ensure all related policy, process and procedures are fully adhered to, and maintain accurate and relevant complaint, customer satisfaction and feedback records, providing reports for the Council as required.
  • Review, coordinate and monitor all customer related tasks and communication materials as appropriate.
  • Ensure customers opinions are acknowledged and fed back into operational teams – keeping a “lessons learned” log and celebrating positive feedback.
  • Act as a champion for social value, supporting the branch in specific activities and recording and promoting achievements.
  • Support delivery of customer training, including standards, safeguarding, to operational teams and subcontractors.
  • Provide administrative support across the office team and work closely to support other colleagues as required.

Role Criteria

  • Experience in a relevant customer service role.
  • Excellent communication skills.
  • Proactive team worker.
  • Good negotiation skills.
  • Flexible approach.
  • Experience with administration and attention to detail.
  • IT Literate.
  • UK Full Driving licence.

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 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.

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.
  • Van and Fuel card –van can be used for the commute to work.

Apply below or to discuss your application further; contact:

Francesca Swan (francesca.swan@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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