Customer Liaison Officer
External
Mears · West KensingtonPrepare for this interview
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About the role
We are looking for a Complaints Officer to join our team who can positively represent Mears, working with Octavia Housing Association to provide front facing support and advice for all complaints. Putting the client at the heart of everything we do; ensuring we meet the needs of the business and our client. As a Complaints Officer, you will be working alongside our Octavia contract within the Social housing project, delivering excellent service and support through our local teams, who understand the importance of working together for the local community.
Responsibilities
- Help resolve front-line complaints and queries
- Assist with complaint investigations and ensure thorough documentation
- Deliver a front-line professional service to our client, ensuring a positive experience
- Attend customer appointments promptly and to required standards
- Support the Group Customer Success Manager with operational needs
- Build and maintain positive relationships between Mears and the client
- Assist with social value initiatives and customer engagement across all channels
- Champion social value, internal communications, and the red thread approach
- Communicate accurate and timely information to customers and operational teams in clear terms
- Ensure customer feedback is acknowledged and shared with operational teams to improve service
- Represent Mears professionally as a brand ambassador
- Adhere to all relevant policies, processes, and procedures
- Recognise and escalate safeguarding concerns appropriately
- Work with local authorities, contractors, and support services to resolve complex resident issues
- Support residents in accessing digital services and inclusive communication
- Gather resident feedback and satisfaction data to inform service improvements
- Key Criteria:
- Experience in handling complaints and resolving queries
- Experience of working within Social Housing
- Understanding of Voids & Repairs
- Clear written and verbal communication skills
- Great customer service skills
- Professional telephone manner
- Experience in community engagement, social value, or resident involvement
- IT literate and confident using digital systems
- Effective problem-solving skills
- Ability to work independently or as part of a team
- Understanding of tenancy enforcement procedures and anti-social behaviour protocols
- Awareness of safeguarding principles and how to escalate concerns
- Ability to manage sensitive conversations with empathy and discretion
- Experience working with diverse communities and promoting equality and inclusion
- Knowledge of housing legislation and local authority procedures
- Ability to take accurate meeting minutes and produce clear written records
Benefits
Additional Information
Annual salary: up to £34,000.00 Complaints Officer Location: West London Contract: Full Time Permanent Salary: Up to £34,000 We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm's Length Management Organisations and Housing Associations.
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