Customer Liaison Officer

2 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Mears Full time

About the Role

We are seeking a Customer Liaison Officer to provide exceptional service and support to our customers. As a key member of our team, you will work closely with our operational team and customers to deliver a positive experience.

Key Responsibilities:

  • Provide a front-line professional service to all customers, ensuring 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 and 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:

  • Excellent communication skills.
  • Experience of working in a similar position.
  • A proven track record of working in a customer care environment.
  • Strong I.T skills, particularly in Microsoft Word and Excel.
  • Good written and verbal communication skills in English.
  • Excellent numeracy skills.

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.

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