Mears Group, Inc.

General

• Deliver person-centred care that promotes independence, dignity and wellbeing
• Support with personal care, hygiene and medication
• Assist with household tasks such as cooking, cleaning and shopping
• Help individuals maintain daily routines and develop life skills
• Accompany service users to appointments, clubs and community activities
• Organise and participate in day trips and social outings
• Support with hobbies and interests including arts and crafts, gardening and sports
• Encourage engagement in social visits to restaurants, pubs and local events
• Maintain accurate records and follow care plans and safeguarding procedures

Support Worker

• Support the delivery of a new service designed to help vulnerable individuals avoid homelessness and transition into settled accommodation.
• Provide support to service users, helping them manage interim housing and access the resources they need to move forward.
• Manage your own diary and property portfolio.
• Carry out property inspections.
• Raise work orders for repairs (including void properties) and follow up on completed work.
• Balance administrative responsibilities with direct support work.
• Maintain regular contact with service users through face-to-face visits and telephone calls.
• Encourage engagement with appointments and support services.
• Assist with appointments and referrals, including providing fallback support where necessary.
• Help service users find and secure appropriate accommodation.
• Arrange food parcels and ensure access to essential resources.
• Assess individual and family needs and identify appropriate support packages to maintain independence.
• Contribute to a front-line team supporting vulnerable individuals, including those affected by homelessness, drug misuse, mental health challenges, trafficking, and offending histories.
• Incident reporting where welfare concerns occur and identify any safeguarding issues.
• Clean void properties to turn around.

Resident Welfare Officer

Customer Success Manager

• Oversee and analyse customer feedback through engagement platforms, producing monthly reports and identifying improvements
• Act as contract champion for social value activities, ensuring alignment with client objectives
• Own and develop the customer excellence strategy, linking engagement and social value initiatives
• Build and maintain strong relationships with key stakeholders across all levels
• Analyse KPIs, audit results and feedback to identify and drive improvements
• Represent the customer function at senior meetings and client engagements
• Promote positive stories and develop case studies to support business initiatives
• Deliver customer induction and ongoing training programmes to colleagues
• Support contract bids, mobilisation, and accreditation processes
• Ensure customer policies and procedures are consistently applied across contracts

Customer Success Specialist

• Deliver a high-quality housing management and support service to service users
• Manage a portfolio of homes within an assigned region, ensuring properties are maintained to contractual standards
• Safeguard the welfare and wellbeing of all service users
• Coordinate move-ins, move-outs, voids, and inspections
• Monitor compliance with key performance indicators
• Identify and manage risks
• Conduct regular assessments and engagement to identify service users’ support needs
• Provide advice and assistance while working collaboratively with internal teams, external agencies, care providers, and community organisations

Housing Officer

• Act as a key link between customers and operational teams
• Proactively manage customer feedback and insight, identifying trends and key themes
• Analyse complaints outcomes and satisfaction surveys to inform service improvements
• Track the progress of improvement initiatives and report outcomes to senior management
• Implement regulatory surveys and support improvement planning based on results
• Engage with customers, residents and communities through forums, visits and local initiatives
• Build strong relationships with stakeholders, local organisations and community groups
• Support complaint resolution and ensure customer queries are handled effectively
• Promote positive communication and support brand awareness through engagement activity

Support Worker

Resident Welfare Officer

Customer Success Specialist

Housing Officer

Customer Insight & Engagement Officer