Customer Liaison Officer

Mears Group; Brighton; On-site; GBP 27,000 - 30,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Liaison Officer to enhance the customer journey in Brighton. This role is pivotal in fostering a customer-focused culture, managing inquiries, and ensuring satisfaction. You will play a key role in supporting branch activities, maintaining strong relationships with clients, and engaging with the local community. The position offers a dynamic environment where your contributions will significantly impact customer service excellence. Join a team that values individuality and promotes equal opportunities while enjoying a range of benefits, including annual leave and volunteering leave. If you have a passion for customer service and community engagement, this opportunity is perfect for you.

Benefits

25 days annual leave plus bank holidays

Annual Mears Fun Day

Volunteering Leave

Staff perks with Mears Rewards

Family friendly policies

Van and Fuel card

Uniform provided

Employee Assistance Program (EAP)

Qualifications

• Experience in customer inquiries and ensuring satisfaction.
• Familiarity with social housing policies and procedures.

Responsibilities

• Support customer journey and ensure central operations focus on customer experience.
• Develop and maintain relationships with clients and community.

Skills

Customer service

Complaint resolution

Communication skills

Relationship management

Data management

Education

Entitlement to work in the UK

Tools

Database management systems

Job description

Annual salary: up to £29,261.25

Customer Liaison Officer

Brighton

42.5 hours Per week 8-5 Mon-Friday

£27,540 + Company Van and Fuel card

About the Role:

We are seeking a dedicated individual to join our team to support the customer journey to deliver planned works both externally and internally where 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 supporting branch activities to ensure the customer experience is central to all operations, managing and recording customer contacts, and providing thorough analysis and reporting. You will also develop and maintain strong relationships with clients, the local community, and governing bodies, while supporting local bid and mobilisation opportunities. Additionally, you will ensure excellent communication with residents through newsletters, engagement events, and client meetings. Join us in Brighton and Hove to help shape our customer services and exceed expectations.

Key Criteria:

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

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:

1. 25 days annual leave plus bank holidays.
2. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
3. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
4. Staff perks with Mears Rewards - discounts of up to 10% on weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
5. Family friendly policies.
6. Van and Fuel card.
7. Uniform provided.
8. EAP.

To apply, follow the link below or to discuss your application further; contact Francesca at [e-mail].

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

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