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Customer Liaison Officer
2 weeks ago
Annual salary: up to £23,000.00
Customer Liaison Officer
- Up to £23,000, depending on experience - Full Time - Permanent_
We’re looking for a Customer Liaison Officer who’s quick-thinking and versatile, proactive and can work as part of a team. Working under the supervision and direction of the Customer Success Manager you will have responsibility to ensure that all customers can access and receive the best possible service. You will be responsible for providing a link between customers, contractors, client and call centre; and to represent customers in all matters relating to Repairs and Maintenance.
Who are we?
Mears is one of the UK’s leading housing and care providers to both the public and private sector, with over 6,500 employees, working with clients to help develop, fund and implement their placemaking ambitions. With 30 years of delivering market-leading repairs and maintenance services, Mears is trusted to deliver in excess of 6,000 repairs daily to a portfolio of more than 1,000,000 homes nationwide.
What you will be doing:
You will be responsible for increasing Mears presence and involvement within the community, by developing schemes and programmes that will assist in the long-term partnership within the contract.
As well as this you will be reasonable for the following:
- Providing a front-line professional service to all customers - pro-actively deliver a positive experience
- Coordinating and delivering all customer operational related tasks
- Ensuring customer appointments are attended on time and to standard
- Proactively supporting the Group Customer Success Manager as required
- Encouraging positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
- Supporting customer engagement activities across all channels
- Supporting the Customer Service Centre with resolution of front-line complaints and queries
- Acting as a champion for social value, red thread and internal communications
- Engaging customers in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and manage expectations
- Ensuring customers opinions are acknowledged and feedback into operational teams - champion customer insight solution
- Acting as a Mears brand ambassador
Essential Qualifications:
Educated to GCSE (or equivalent) in English & Maths.
Preferred Qualifications:
NVQ2 Customer Service or above.
What's in for you?
- Competitive basic salary - Up to £23,000 per annum
- 25 days annual leave
- Generous Pension Scheme
- Cycle to work scheme
- Sharesave - a simple way of saving money direct from your salary for 3 years, in order to buy Mears Group PLC (Mears) shares at a price that is fixed and discounted at the outset.
- Eye Test Vouchers
- Employee Assistance Programme
- Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work Previous years include, Alton Towers, Drayton Manor etc.
- Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, the list is endless.
- Be part of a friendly and dedicated team
- Volunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment.
- Maternity and paternity packages to make sure you get to spend time with your loved ones
- Use and access to the latest technology
