Location
Kensal Road, London, W10

Hours
Full Time, Permanent

Salary
Up to £31,416 per annum, plus company van and fuel card

About the Role
We are seeking a Customer Liaison Officer to join our team working alongside Octavia Housing Association within our social housing division. This role offers a stable and profitable contract delivering excellent service and support through local teams who understand the importance of working together for the community.

As a Customer Liaison Officer based in North Kensington, you will positively represent Mears, working closely with the contract operational team and customers daily. You will provide front-facing support and advice, delivering proactive communication throughout the works life cycle. Putting the customer at the heart of everything we do, you will ensure the needs of the business, clients, and customers are met.

Key responsibilities include delivering a professional front-line service, coordinating customer-related operational tasks, attending appointments promptly, supporting the Group Customer Success Manager, building positive relationships, assisting with social value initiatives, resolving complaints, championing social value and internal communications, engaging customers in service delivery, communicating accurate information, acknowledging customer feedback, supporting customer-focused training, representing Mears professionally, adhering to policies, recognising safeguarding concerns, providing guidance on tenancy and lease agreements, promoting fire safety compliance, participating in estate inspections, working with local authorities and contractors to resolve issues, assisting with complaint investigations, organising resident engagement events, supporting digital access and inclusive communication, gathering resident feedback, and identifying residents with additional needs.

This role requires a professional approach, excellent communication skills, and a commitment to delivering outstanding customer service within a diverse community environment.

Experience
- Good customer service skills
- Experience in handling complaints and resolving queries
- Experience in community engagement, social value, or resident involvement
- IT literate and confident using digital systems
- Understanding of tenancy enforcement procedures and anti-social behaviour protocols
- Experience working with diverse communities and promoting equality and inclusion
- Knowledge of housing legislation and local authority procedures

About you
- Clear written and verbal communication skills
- Professional telephone manner
- Effective problem-solving skills
- Ability to work independently or as part of a team
- Awareness of safeguarding principles and ability to escalate concerns
- Ability to manage sensitive conversations with empathy and discretion
- Ability to take accurate meeting minutes and produce clear written records

Qualifications
- To drive a Mears vehicle, candidates must be aged over 21, have held their licence for over 3 months, and have less than 9 points on their licence
- All roles are subject to relevant background, identity, and security checks before employment commencement
- Entitlement to work within the UK is required; visa sponsorship is not offered

Benefits
25 days annual leave plus bank holidays
Annual Mears Fun Day as a thank you from the Executive team
Paid volunteering leave supporting community involvement
Staff perks through Mears Rewards including discounts on groceries, holidays, eye tests, Share Save scheme, and more
Family friendly policies
Company van, fuel card, and uniform provided