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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.
Key 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:
* Experience of working within Customer Service is essential
* Experience in complaint handling
* Strong I.T skills particularly in Microsoft Word and Excel
* 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:
* 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% on weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
* Family-friendly policies
* Company Van, Fuel Card, and Uniform
If this sounds like the perfect opportunity for you, apply below or to discuss your application further; contact Vickie Rudge on 07843 817346 or at
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