About the Role
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As a Resident Liaison Officer, you will be working on our SHDF retrofit programme within the social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community. Providing front facing support and advice as required 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.
1. Provide a front-line professional service to all customers - pro-actively deliver a positive face to face experience
2. Experience of handling multiple tasks in a high volume in a rapidly changing environment
3. Coordinate and deliver all customer operational related tasks and communication materials as appropriate
4. Ensure customer appointments are attended on time and to standard
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. Support Customer Service Centre with resolution of front-line complaints and queries
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. Experience of developing and delivering service improvements
12. Experience of partnership /alliance /collaborative working
13. Good time management, planning & organisational skills
14. Experience of working with computerised systems
15. Good written, verbal, and interpersonal skills with strong customer experience ethos and strong communication skills
16. Experience of delivering community projects
Key Criteria:
17. Previous Experience in a Customer-Facing Role
18. Previous experience of Social Housing and Planned Works
19. Good Administrative Skills
20. Good Communication Skills
21. UK Full Driving Licence
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. Van and Fuel card
28. Uniform provided
29. EAP
Required Qualifications:
Customer Service (2 - Colleague achieves the required performance standards), Customer Service Experience, Internal and External Liaison (2 - Colleague achieves the required performance standards), Problem-solving (2 - Colleague achieves the required performance standards), To actively engage and meet with our customers, explain the survey and element replacement process, help our customer with their designs and colour choices, visit our customer before, during and after the replacement work, ensure we provide the best possible service, support our customers with queries or bespoke needs, maintain consistent levels of customer survey information to support the rolling program of replacement work, communicate consistently with the team, obtain customer satisfaction scores, update the necessary shared folders and IT systems with survey and satisfaction data.