Customer Liaison Manager

Mears Group; Coatbridge; On-site; GBP 25,000 - 41,000; Full time

Benefits offered by this job

25 days annual leave

Car allowance £4,000

Pension contribution matching 4%-6%

Life Assurance (2x salary)

Employee Assistance Programme

Job summary

Mears Group is recruiting a Customer Liaison Manager in Coatbridge to lead a team of Customer Liaison Officers and ensure residents receive a seamless experience across planned investment works.

You will drive engagement strategies, monitor performance and oversee complex issues, delivering improvements aligned with contractual requirements and KPI targets.

Qualifications

• Experience leading customer-facing teams.
• Experience in social housing, planned maintenance, repairs or capital investment programmes.
• Proven ability to use customer insight and performance data to drive improvements.

Responsibilities

• Lead, develop and manage the Customer Liaison Officer team to deliver high-quality outcomes.
• Own and improve the customer journey across planned investment works.
• Develop and implement customer engagement and communication strategies.
• Act as senior escalation point for complex issues and complaints.
• Monitor satisfaction, feedback, complaints and engagement data.
• Ensure vulnerable residents receive appropriate support during delivery.
• Collaborate with operational teams, contractors, clients and stakeholders.
• Identify customer-related risks and ensure compliance with contracts and regulations.
• Drive continuous improvement to enhance customer outcomes.

Skills

Team leadership

Customer service

Stakeholder management

Problem solving

Communication

Tools

CRM software

MS Office

Job description

Annual salary: up to £36,840.00 Customer Liaison Manager Location: Coatbridge Contract: Permanent, Full Time Salary: £36,840 per annum plus £4,000 car allowance Are you passionate about delivering an exceptional customer experience and leading high-performing customer service teams? We are looking for a Customer Liaison Manager to join our team, ensuring residents receive a seamless and positive experience throughout planned investment works. In this role, you will lead and develop a team of Customer Liaison Officers, oversee customer engagement strategies, manage complex customer issues and complaints, and work closely with operational teams to ensure customer commitments are embedded throughout programme delivery.

About the Role:

As Customer Liaison Manager, you will take ownership of the customer journey across planned investment programmes, ensuring residents are fully informed, supported and engaged throughout the delivery of works. You will lead customer-focused initiatives, monitor service performance, and drive continuous improvement through customer feedback, insight and engagement data.

• Lead, manage and develop the Customer Liaison Officer team to deliver a consistent, high-quality customer experience
• Own and continuously improve the customer journey throughout planned investment works
• Develop and implement customer engagement and communication strategies
• Act as the senior escalation point for complex customer issues and complaints
• Monitor customer satisfaction, feedback, complaints and engagement data
• Ensure vulnerable residents receive appropriate support throughout programme delivery
• Work collaboratively with operational teams, contractors, clients and stakeholders
• Identify and manage customer-related risks and ensure compliance with contractual and regulatory requirements
• Drive continuous improvement initiatives to enhance customer outcomes and service delivery
• Support achievement of contractual performance standards and KPIs

Key Criteria:

• Proven experience leading and developing customer-facing teams
• Experience within social housing, planned maintenance, construction, repairs or capital investment programmes
• Demonstrable experience improving customer satisfaction and customer journey outcomes
• Experience managing customer complaints, escalations and service recovery
• Experience building effective relationships with clients, residents and operational stakeholders
• Experience using customer insight and performance data to drive service improvements
• Experience managing Customer Liaison Officers within planned investment programmes
• Experience delivering kitchen, bathroom or major refurbishment programmes
• Experience working within a contractual or partnering environment
• Experience managing customer-focused KPI performance
• Full UK driving licence

Benefits

• 25 days annual leave plus bank holidays
• Family friendly policies including enhanced maternity (14 weeks full pay, 12 weeks half pay and 13 weeks statutory pay), paternity (2 weeks full pay) and adoption leave
• Employee Assistance Programme - free confidential support and counselling available
• Mears Rewards offering discounts and cashback at leading retailers including travel, household items and shopping
• 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 – up to two days per year to support community initiatives
• Cycle to Work Scheme
• Share save scheme
• Recognition and long service awards
• Buy up to 5 days holiday each year depending on length of service
• Learning and development opportunities
• Career progression opportunities across Mears Group
• Occupational health support
• Green car scheme with Tusker after successful probation period
• Be part of an inclusive workplace with access to a range of colleague networks and support groups focused on diversity, wellbeing and career development. From Disability, Pride (LGBTQ+) and Ethnic Diversity networks to Women in Leadership, the Women Operative Support Group, Women's Health, Men's Mental Health and Armed Forces communities, these groups provide opportunities for support, connection and professional development across our diverse workforce.
• Company Sick Pay
• Employee can choose between 4% and 6% pension contribution which the company will match with Scottish Widows
• Life Assurance (2x annual salary)
• £4,000 annual car allowance

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship. To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points. Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.

We are the people behind the smile! At Mears we look for people who share our vision and values - to make a positive difference to the communities we serve. We do this by improving homes, improving communities and improving lives. We are proud of our business and the opportunities we provide to colleagues working across the UK.

Our Values - Customers / Innovation / Teamwork / Responsibility