Customer Liaison Officer

TN United Kingdom; Brighton; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in Brighton is looking for a Customer Support Officer to enhance customer experience through effective communication and relationship management. The role involves supporting branch activities, managing customer inquiries, and ensuring compliance with social housing policies. Join a dedicated team that values customer satisfaction and community engagement.

Benefits

25 days annual leave plus bank holidays

Annual Mears Fun Day

Volunteering Leave

Staff perks with Mears Rewards

Qualifications

• Experience in handling customer inquiries and resolving complaints.
• Familiarity with social housing policies and procedures.

Responsibilities

• Support branch activities to enhance customer experience.
• Manage and record customer contacts.
• Develop and maintain relationships with clients and community.

Skills

Customer Satisfaction

Communication

Job description

The job description is generally well-structured but can benefit from improved formatting and slight clarifications for better readability and professionalism. Below is a refined version:

Customer Support Officer - Brighton and Hove

We are seeking a dedicated individual to join our team to support the customer journey by delivering planned works both externally and internally. You will play a crucial role in embedding a customer-focused culture through our Red Thread behaviours and Customer Service Standards.

Your responsibilities will include:

1. Supporting branch activities to ensure the customer experience is central to all operations.
2. Managing and recording customer contacts.
3. Providing thorough analysis and reporting.
4. Developing and maintaining strong relationships with clients, the local community, and governing bodies.
5. Supporting local bid and mobilisation opportunities.
6. Ensuring excellent communication with residents through newsletters, engagement events, and client meetings.

Key Criteria:

• Previous experience in handling customer inquiries, resolving complaints, providing information about products or services, and ensuring customer satisfaction.
• Familiarity with policies, regulations, and procedures related to social housing, including knowledge of planned maintenance and improvement works, PAS 2035 scheduling, budgeting, and contractor coordination.
• Ability to manage records, schedule appointments, handle correspondence, and maintain databases.
• UK full driving licence.

All 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 over 21, have held your licence for over 3 months, and have less than 9 points. All roles are subject to relevant DBS/Security checks before employment commencement.

Benefits we offer:

• 25 days annual leave plus bank holidays.
• Annual Mears Fun Day, organised as a thank you from the Executive team.
• Volunteering Leave to undertake paid community volunteering, supporting our social value commitments.
• Staff perks with Mears Rewards, including discounts on groceries, holidays, eye tests, Share Save scheme, and more.