Customer Service Manager

1 week ago

London, Greater London, United Kingdom Mears Full time
About the Role

We are seeking a highly skilled and experienced Customer Liaison Officer to join our team at Mears. As a key member of our Planned Capital Investment Contract team, you will play a vital role in delivering exceptional customer service and social value activities across the London Borough of Islington.

Key Responsibilities
  • Embed the Mears Group approach to customer experience, engagement, and social impact, taking account of specific client and contract requirements.
  • Conduct monthly customer contract performance reviews to ensure KPIs are being met, compliance against agreed policies & procedures, and support continuous improvement.
  • Ensure all customer-related policy, process, and procedures are fully embedded and adhered to by the contract.
  • Accurately use business and client systems to log, update, and process customer information in a timely manner.
  • Build and maintain strong relationships with the client, local community, and related associations, governing bodies, and third parties.
  • Manage customer engagement through local resident forums, linking to Group Your Voice programme.
  • Manage effective customer/client communications, promoting positive stories.
  • Support the contract in delivery of social value activities inline with contract requirements.
  • Manage effective customer communications.
  • Deliver bespoke Customer Training and induction training to all contract colleagues.
Requirements
  • Previous customer service experience.
  • IT literate.
  • Excellent communication skills.
  • Customer focused.
  • Full Driving licence.
  • Ability to build relationships.
  • Ability to manage complex situations.
  • Strong influencing and negotiation skills.
  • Ideally have experience of working in social housing.

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