Annual salary: up to £27,000.00 Customer Liaison Officer Coatbridge Full Time Permanent. Salary up to £27.000 per annum, plus, company van & fuel card. 40 hours per week Monday – Friday 8.00-16.30 Mears have continued investment in the North Lanarkshire community for the long-term. We have a commitment to deliver excellent services to residents, whilst bringing community and training benefits to the North Lanarkshire community in a sustainable way. Our ambition is to be recognised as the most trusted, large private provider, working with the public sector by 2025. Our approach prioritises where we can have the greatest impact and supports a culture that fully integrates sustainability and purpose beyond profit. This is underlined by our strategy, which through robust, ethical and transparent practices is built upon. 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. The successful Customer Liaison Officer will need to be strong minded, compassionate, resilient and a forward thinking. You will need to be able to enter a property and access your environment within the first 30 seconds. 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 compliant 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% 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 vickie.rudgemearsgroup.co.uk Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up. Candidates should be aware that all our roles are subject to relevant DBS/Security checks either before or upon commencement of employment. We are also a Forces Friendly employer and an ERS Armed Forces Covenant Gold Award holder. We are the people behind the smile At Mears we look for people who share our vision and values - to make a positive difference to the communities we serve. We do this by improving homes, improving communities and improving lives. We are proud of our business and the opportunities we provide to colleagues working across the UK. Our Values - Customers / Innovation / Teamwork / Responsibility