Customer Liaison Officer
2 months ago
Job Title: Customer Liaison Officer - Social Value Specialist
Job Summary:
We are seeking a highly skilled Customer Liaison Officer - Social Value Specialist to join our team at Mears. As a key member of our team, you will be responsible for delivering exceptional customer service and ensuring that our customers receive the highest level of care and support.
Key Responsibilities:
- Embed the Mears Group approach to customer experience, engagement, and social impact across the contract, taking account of specific client and contract requirements.
- Conduct monthly customer contract performance reviews to ensure KPIs are being met, compliance against agreed policies and 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 delivering social value activities in line 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 license.
- Ability to build relationships.
- Ability to manage complex situations.
- Strong influencing and negotiation skills.
- Ideally have experience of working in social housing.
What We Offer:
- Competitive salary.
- Company vehicle.
- Great benefits, including buying extra holidays and long service recognition.
- Career progression.
About Mears:
Mears is a leading provider of social housing services, with a strong commitment to delivering exceptional customer service and social value. We are a Sunday Times Best Big Company to work for and offer a range of opportunities for career growth and development.
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