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. A office and site based role with daily interaction with residents and clients, providing updates and reporting on access, complaints, resolution and compliments.
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. Proactively support the Group Customer Success Manager as required
5. Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
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, red thread and internal communications
9. Engage customers in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and manage expectations
10. Convey accurate and timely information to customers and operational team, in clear simple terms
11. Ensure customers opinions are acknowledged and feedback into operational teams – champion customer insight solution
12. Support delivery of customer training to operational teams
13. Act as a Mears brand ambassador
14. Ensure all related policy, process and procedures are fully adhered to
Role Criteria:
15. A proven track record of working in a customer care environment.
16. Previous experience working in social housing
17. Experience in compliant handling
18. Strong I.T skills particularly in Microsoft Word and Excel.
19. Excellent communication skills
20. Good written & verbal communication skills in English
21. Excellent numeracy skills
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.
Benefits we can offer you
22. 25 days annual leave plus bank holidays
23. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
24. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
25. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
26. Family friendly policies
27. Company Van, Fuel Card and Uniform