About the Role
:
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
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. Support Customer Service Centre with 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. Complaints Handling Experience
16. Worked in a similar Role
17. Good Customer Service Experience
18. Good Verbal and written
19. communication
20. Good Telephone manner
21. 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
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