Customer Insight & Engagement Officer

Mears Group, Inc.

Customer Insight & Engagement Officer in the UK focusing on community engagement and feedback analysis. Proactively improving customer service through data insights and relationship building.

Posted 6/25/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSenior💰 £29,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Excellent communication skills, both written and verbal
Ability to build strong relationships and connect with local communities
Strong analytical skills with the ability to translate data into actionable improvements
Customer service experience within a professional or office environment
Problem solving skills and ability to remain calm under pressure
Flexible and proactive approach with a willingness to travel regularly
Full UK driving licence
Ability to work independently in a remote, field-based role
Experience creating customer communications such as newsletters or engagement materials
Sales or engagement experience is desirable
Housing or sector specific experience is desirable

Benefits

Comp & perks

25 days annual leave plus bank holidays
Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year
Volunteering Leave - Mears supports employees to undertake paid volunteering in the community
Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing
Mental Health First Aider Network – Confidential MHFA support and signposting
Employee of the Month Award (Departmental) – a chance to win recognition
Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness
Mears Amazing Employee Awards
Subsidised Eye Tests and cost towards glasses for DSE use
Employee Networks and Sub-Forums

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

analytical skillscustomer service experienceproblem solving skillsexperience creating customer communications

Soft Skills

excellent communication skillsability to build strong relationshipsstrong analytical skillsflexible and proactive approachability to work independently

Certifications

Full UK driving licence