As a Customer Liaison Officer, you will work on our responsive repair and planned works contracts within the social housing sector, delivering excellent service and support with our local teams who understand the importance of working together for the community. Your role involves providing front-facing support and advice daily, delivering proactive communication throughout the works lifecycle, and putting the customer at the heart of everything we do. This is an office and site-based role with daily interaction with residents and clients, providing updates and reporting on access, complaints, resolutions, and compliments.
Responsibilities:
1. Provide a professional front-line service to all customers, proactively delivering a positive experience.
2. Coordinate and deliver customer operational tasks and communication materials as appropriate.
3. Ensure customer appointments are attended on time and meet standards.
4. Support the Group Customer Success Manager as required.
5. Build positive relationships between Mears and customers, ensuring follow-up and effective communication.
6. Support customer engagement activities across all channels.
7. Manage resolution of front-line complaints and queries.
8. Act as a champion for social value, internal communications, and the 'red thread'.
9. Engage customers positively, involve them in the delivery process, and keep them informed of progress, managing expectations.
10. Convey accurate and timely information to customers and operational teams in clear, simple terms.
11. Ensure customer feedback is acknowledged and integrated into operational improvements, championing customer insight solutions.
12. Support the delivery of customer training to operational teams.
13. Act as a Mears brand ambassador.
14. Adhere fully to all related policies, processes, and procedures.
Role Criteria:
1. A proven track record of working in a customer care environment.
2. Previous experience working in social housing.
3. Experience in complaint handling.
4. Strong IT skills, particularly in Microsoft Word and Excel.
All roles require candidates to have entitlement to work in the UK. Mears does not currently offer visa sponsorship.
Benefits:
* 25 days annual leave plus bank holidays.
* Annual Mears Fun Day as a thank you from the Executive team.
* Volunteering leave to undertake paid community volunteering.
* Staff perks through Mears Rewards, including discounts, vouchers, and schemes.
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