Customer Liaison Officer – Complaints & Social Housing

About the role

Mears Group is seeking a Customer Liaison Officer to act as the front‑line point of contact for complaints on the Octavia Housing Association contract. You will represent Mears professionally, ensuring residents receive timely, courteous support while helping the business meet its service standards.

Key responsibilities

• Resolve front‑line complaints and queries from residents.
• Assist with investigations, ensuring thorough documentation.
• Attend customer appointments and deliver a professional service.
• Support the Group Customer Success Manager with operational tasks.
• Build and maintain positive relationships between Mears and the client.
• Champion social‑value initiatives and internal communications.
• Communicate accurate information to customers and operational teams.
• Escalate safeguarding concerns appropriately.
• Work with local authorities, contractors, and support services to resolve complex issues.
• Gather resident feedback and use data to drive service improvements.

Required profile

• Experience handling complaints and resolving queries.
• Background in social housing or related public‑sector environments.
• Clear written and verbal communication skills.
• Professional telephone manner and strong customer‑service orientation.
• Ability to work independently or as part of a team.

Required skills

What we offer

• Competitive salary up to £34,000 per year.
• Permanent full‑time contract.
• Opportunity to work on a high‑impact social‑housing project.