Due to further agreed works with our customers, we are seeking a Customer Liaison Officer to join our team. You will be working in our Rainham & Thurrock Branches providing stable and profitable contracts, delivering excellent service and support through our local teams, who understand the importance of working together for the local community.
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.
* Support Customer Service Centre with 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:
* Complaints Handling Experience.
* Worked in a similar Role.
* Good Customer Service Experience.
* Good Verbal and written communication.
* Good Telephone manner.
* UK Driving Licence.
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.
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