Overview
Join to apply for the Customer Liaison Officer role at Mears Group PLC.
Location: Tower Hamlets. Employment type: Full Time Permanent. Salary: up to £32,000 per annum. Working hours: 42.5 hours per week, Monday – Friday. Includes company van and fuel card.
We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provides tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm’s Length Management Organisations and Housing Associations.
About The Role
As a Customer Liaison Officer, you will be working on our responsive repair and planned works contracts within the social housing sector, delivering excellent service and support with our local teams. You will provide front-facing support and advice daily and deliver proactive communication throughout the works life cycle. You will put the customer at the heart of everything we do, ensuring we meet the needs of the business, our clients, and our customers. It is an office and site-based role with daily interaction with residents and clients, providing updates and reporting on access, complaints, resolution and compliments.
Responsibilities
* Provide a front-line professional service to all customers – pro-actively deliver a positive experience
* Coordinate and deliver all customer operational related tasks and communication materials as appropriate
* Ensure customer appointments are attended on time and to standard
* Proactively support the Group Customer Success Manager as required
* Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
* Support customer engagement activities across all channels
* Manage resolution of front-line complaints and queries
* Act as a champion for social value, red thread and internal communications
* Engage customers in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and manage expectations
* Convey accurate and timely information to customers and operational team, in clear simple terms
* Ensure customers opinions are acknowledged and feedback into operational teams – champion customer insight solution
* Support delivery of customer training to operational teams
* Act as a Mears brand ambassador
* Ensure all related policy, process and procedures are fully adhered to
Role Criteria
* A proven track record of working in a customer care environment
* Previous experience working in social housing
* Experience in compliant handling
* Strong IT skills particularly in Microsoft Word and Excel
* Excellent communication skills
* Good written & verbal communication skills in English
Important: All our roles require candidates to have entitlement to work within the UK. Mears does not currently offer visa sponsorship. To drive a Mears vehicle, you must be aged over 21, have held your licence for over 3 months and have less than 9 points. Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment.
Benefits We Can Offer You
* 25 days annual leave plus bank holidays
* Annual Mears Fun Day
* Volunteering Leave
* Staff perks with Mears Rewards
* Family friendly policies
* Company Van, Fuel Card and Uniform
Apply
Apply below or to discuss your application further; contact:
Laura Bourne (laura.bourne@mearsgroup.co.uk)
We are committed to fostering a diverse and inclusive environment, and are a Disability Confident employer, valuing individuality and equal opportunities for all. We support the Armed Forces Covenant and hold related recognitions.
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