Customer Liaison Officer

Job Description

Annual salary: up to £30,000.00

Customer Liaison Officer


Full Time, Permanent, 42.5 hours per week Monday - Friday

Salary up to £30,000 per annum, plus, company van & fuel card.

We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm's Length Management Organisations and Housing Associations.

About the Role:

As a Customer Liaison Officer, you will be working on our domestic retrofit programme within the social housing sector,  assisting to provide a stable and profitable contract, delivering excellent service and support with our local teams, who understand the importance of working together for the local community. Providing front facing support and advice daily and delivering proactive communication throughout the works life cycle.  Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers. A site based role with daily interaction with residents and clients, providing updates and reporting on access, complaints, resolution and compliments.

    Provide a front-line professional service to all customers - pro-actively deliver 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 
     Manage 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 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:

  • Experience of developing and delivering service improvements
  • Experience of handling multiple tasks in a high volume, rapidly changing environment.
  • Experience of partnership /alliance /collaborative working.
  • PAS2030/2035 experience
  • Domestic retrofit experience
  • Good time management, planning & organisational skills.
  • Experience of working with computerised systems.
  • Good written, verbal, and interpersonal skills.
  • Strong customer experience ethos.
  • Strong communication skills
  • Experience of delivering community projects

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

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% off weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
  • Family friendly policies
  • Company vehicle, Fuel Card and Uniform

To apply, follow the link below or to discuss your application further please contact Francesca on f.park-davies

Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks  before commencement of employment.