Customer Liaison Officer

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

Job summary

An established industry player is seeking a dedicated Customer Liaison Officer for a 12-month fixed contract in Croydon. This role involves delivering exceptional customer service, engaging with the community, and supporting social value activities. You'll work closely with management to enhance customer experience and ensure compliance with key performance indicators. The company offers a competitive salary, a company vehicle, and excellent benefits, including generous leave policies and opportunities for professional growth. If you're passionate about service and community engagement, this is the perfect opportunity for you.

Benefits

Car Allowance

Maternity and Paternity Leave

Annual Leave

Sick Pay

Volunteering Days

Sharesave Scheme

Discounts and Savings

Long Service Recognition

Qualifications

• Experience in customer service and community engagement.
• Ability to manage complex situations and build relationships.

Responsibilities

• Provide front-line customer service and training.
• Manage effective customer communications and handle complaints.
• Support community and customer-related activities.

Skills

Customer Service Experience

Excellent Communication Skills

IT Literacy

Time Management Skills

Influencing and Negotiation Skills

Job description

Annual salary: up to £29,988.00

Customer Liaison Officer

Croydon

12 month fixed contract - Up to £29,988.00 per annum, Car Allowance or commercial vehicle

We’re looking for a 12-month fixed contract Customer Liaison Officer to support our Croydon contract in delivering exceptional customer service and contributing to social value activities within our communities.

You’ll be customer-focused, passionate about service, a confident communicator, active in your local community, and attentive to detail. You’ll also be experienced in positively influencing others, delivering training, and working according to regulations and key performance indicators.

In return, you’ll receive a competitive salary, a company vehicle, excellent benefits (including options to buy extra holidays and long service recognition), and opportunities for career progression.

A career with Mears means prioritizing people and customers daily. Our culture is built on our ‘Red Thread’ values, emphasizing teamwork and shared purpose.

Our promise to you, joining our team, you can expect:

• Great maternity and paternity leave, annual leave, and sick pay
• A focus on wellbeing for all colleagues
• Two volunteering days per year
• Opportunity to join our Sharesave scheme
• Access to discounts and savings through Mears Rewards
• 25 days annual leave plus bank holidays

Why work for us?

• Opportunities to grow your career across the UK in repairs & maintenance, housing management, Care, Facilities Management, and support functions
• Recognized as a Sunday Times Best Big Company to work for
• Dedicated Learning and Development team to support your career progression

Principal Accountabilities:

• Work closely with the Customer Success Manager and contract lead to embed Mears’ approach to customer experience, engagement, social impact, and client-specific requirements
• Provide front-line customer service and training
• Act as a Mears brand ambassador
• Support community and customer-related activities
• Deliver social value activities in line with contract obligations
• Manage effective customer communications
• Deliver bespoke customer and induction training to colleagues
• Handle complaints professionally, both face-to-face and over the phone
• Ensure customer appointments are attended punctually and meet standards
• Build positive relationships with customers, clients, communities, and colleagues
• Support customer engagement across all channels
• Provide accurate and timely information

Role Criteria:

• Previous customer service experience
• IT literacy
• Excellent communication skills
• Customer-focused mindset
• Full driving license
• Effective time management skills
• Ability to build relationships and manage complex situations
• Strong influencing and negotiation skills
• Experience in social housing is preferred

All roles require UK work entitlement; Mears does not sponsor visas. To drive a Mears vehicle, candidates must be over 21, have held their license for over 3 months, and have fewer than 9 points.

All roles are subject to DBS/Security checks before employment begins.

To apply or discuss your application, contact:

Laura Bourne ([e-mail])

If you need assistance with your application, we are here to support you every step of the way.

At Mears Group, we are committed to diversity and inclusion, are a Disability Confident employer, and support the Armed Forces Covenant, holding the Gold Award in the Defence Employer Recognition Scheme and an Endorser Award for the Career Transition Partnership.

We also promote social mobility by inviting applicants to voluntarily share background information during the application process to help us understand diverse experiences. This data is optional and will not affect your application.