Customer Liaison Officer
4 weeks ago
About the Role
We are seeking a Customer Liaison Officer to provide exceptional customer service and support in our Social housing background. As a key member of our team, you will work closely with Milton Keynes Borough Council to deliver a stable and profitable contract, ensuring excellent service and support through our local teams.
A Customer Liaison Officer within our Milton Keynes branch will positively represent Mears, working closely with the contract operational team and customers daily. You will provide front-facing support and advice as required, delivering proactive communication throughout the works life cycle.
Key Responsibilities:
- Provide a front-line professional service to all customers, proactively delivering 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
Requirements:
- 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:
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day
- Volunteering Leave
- Staff perks with Mears Rewards
- Family friendly policies
- Company Van, Fuel Card, and Uniform
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