Customer Liaison Officer
Customer Liaison Officer
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Job Description
Customer Liaison Officer
Milton Keynes
Full Time Permanent.
Salary up to 27077.51 per annum plus company van & fuel card.
42.5 hours per week Monday Friday
We are the largest provider of repairs and maintenance and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities Arms 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 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. A office and site based role with daily interaction with residents and clients providing updates and reporting on access complaints resolution and compliments.
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 I.T skills particularly in Microsoft Word and Excel.
Excellent communication skills
Good written & verbal communication skills in English
Excellent numeracy skills
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 DBS/Security checks before commencement of employment.
Benefits we can offer you
25 days annual leave plus bank holidays
Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
Volunteering Leave - Mears supports employees to undertake paid volunteering in the community in support of our social value commitment.
Staff perks with Mears Rewards - discounts of up to 10% weekly groceries holidays eye test vouchers Share save scheme plus much more
Family friendly policies
Company Van Fuel Card and Uniform
Apply below or to discuss your application further; contact:
Laura Bourne ()If you need any help with your application process we are here to support you. We will be accessible every step of the way.
At Mears Group we are committed to fostering a diverse and inclusive environment where everyone can thrive we are a Disability Confident employer valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this we hold an Endorser Award for the Career Transition Partnership recognising our commitment to veterans transitioning into civilian careers.
In our continued effort to promote social mobility we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
