About the Role
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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, who understand the importance of working together for the local community.
Providing front facing support and advice daily and delivering proactive communication throughout the works life cycle. Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers. An office and site based role with daily interaction with residents and clients, providing updates and reporting on access, complaints, resolution and compliments.
The successful Customer Liaison Officer will need to be strong minded, compassionate, resilient and forward thinking. You will need to be able to enter a property and access your environment within the first 30 seconds.
1. Provide a front-line professional service to all customers - pro-actively deliver a positive experience
2. Coordinate and deliver all customer operational related tasks and communication materials as appropriate
3. Ensure customer appointments are attended on time and to standard
4. Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
5. Support customer engagement activities across all channels
6. Manage resolution of front-line complaints and queries
7. Act as a champion for social value, red thread and internal communications
8. Engage customers in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and manage expectations
9. Convey accurate and timely information to customers and operational team, in clear simple terms
10. Ensure customers opinions are acknowledged and feedback into operational teams – champion customer insight solution
11. Support delivery of customer training to operational teams
12. Act as a Mears brand ambassador
13. Ensure all related policy, process and procedures are fully adhered to
Key Criteria:
14. Experience of working within Customer Service is essential
15. Experience in compliant handling
16. Strong I.T skills particularly in Microsoft Word and Excel.
17. Excellent communication skills both written and verbal
It would be advantageous for this role to have Social Housing experience, but this is NOT essential, we are looking for the right attitude of the successful applicant!
Benefits we can offer you
18. 25 days annual leave plus bank holidays
19. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
20. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
21. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
22. Family friendly policies
23. Company Van, Fuel Card and Uniform
All our roles require candidates to have the 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 over 3 months and have less than 9 points.
Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.