Customer Liaison Officer

Mears; Milton Keynes; On-site; GBP 24,000 - 35,000; Full time

Job summary

Mears is seeking a Customer Liaison Officer to enhance service delivery in the social housing sector. The role involves providing front-line support, managing customer relations, and ensuring satisfaction throughout the service lifecycle. Ideal candidates should have experience in customer care and social housing, along with strong IT skills.

Benefits

25 days annual leave plus bank holidays

Annual Mears Fun Day

Volunteering Leave

Staff perks with Mears Rewards

Qualifications

• Proven track record in a customer care environment.
• Experience in social housing.
• Strong I.T. skills, particularly in Microsoft Word and Excel.

Responsibilities

• Provide proactive customer support and professional service.
• Manage front-line complaints and queries.
• Engage customers in the delivery process and keep them informed.

Skills

Customer care

Communication

Complaint handling

I.T. skills

Job description

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As a Customer Liaison Officer, you will be working on our responsive repair and planned works contracts within the social housing sector, 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 office and 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:

• A proven track record of working in a customer care environment.
• Previous experience working in social housing
• Experience in compliant handling
• Strong I.T skills particularly in Microsoft Word and Excel.

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% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more