Resident Liaison Officer

Description:

Mears Group PLC, working with Dover District Council, is seeking an experienced Resident Liaison Officer to deliver excellent customer service for planned and responsive repair works within the social housing sector. The role is both office-based (Aylesham, Kent) and site-based throughout the Dover district, with daily interaction with residents and clients.

Key Responsibilities:

• Act as an ambassador for Mears and the Council, supporting customer engagement across planned and responsive works.

• Attend resident meetings and consultation activities.

• Liaise with supervisors to ensure appropriate communication with residents during planned works.

• Provide a point of contact for clients throughout the complaint process, investigating issues and providing responses within target times.

• Record lessons learned from complaints and ensure actions are implemented.

• Escalate concerns about work processes, behavior, or safeguarding to managers.

• Maintain accurate complaint, customer satisfaction, and feedback records using company systems.

• Support delivery of customer training, including standards and safeguarding, to operational teams and subcontractors.

• Act as a champion for social value and record/promote achievements.

• Provide administrative support across the office team as required.

Role Criteria:

• Customer-facing experience and ability to handle sensitive situations and mediate disputes.

• Strong verbal and written communication skills, including drafting professional correspondence.

• Ability to multitask, adjust priorities, and meet deadlines.

• Competent with Microsoft Office Suite and other digital platforms.

• UK Full Driving Licence (must be over 21, held for 3+ months, less than 9 points).

Benefits:

• Annual salary up to £27,077.51, company van and fuel card.

• 25 days annual leave plus bank holidays.

• Mears Fun Day, volunteering leave, staff perks via Mears Rewards.

• Family-friendly policies and uniform.

• Commitment to diversity, inclusion, social mobility, and Armed Forces support.

• Roles subject to DBS/security checks; UK work entitlement required.