Customer Liaison Officer

Mears Group; Milton Keynes; On-site; GBP 26,000; Full time

Job summary

Join a forward-thinking company as a Customer Liaison Officer, where your role will be pivotal in enhancing customer experiences within the social housing sector. You will be at the forefront of delivering excellent service, ensuring that every interaction is positive and impactful. This role combines office and site-based work, allowing you to engage directly with residents and clients, providing essential updates and support throughout the service lifecycle. With a strong emphasis on communication and relationship-building, you will champion customer insights and contribute to meaningful community engagement. If you're passionate about making a difference and thrive in a dynamic environment, 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

Qualifications

• Proven track record in customer care, especially in social housing.
• Strong IT skills, particularly in Microsoft Office.

Responsibilities

• Deliver front-line professional service to all customers.
• Manage resolution of complaints and ensure customer engagement.

Skills

Customer Care

Complaint Handling

Communication Skills

Microsoft Word

Microsoft Excel

Job description

Salary up to £25,877 per annum, plus, company van & fuel card.

42.5 hours per week Monday – Friday

We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm’s Length Management Organisations and Housing Associations.

About the Role:

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. You will provide front-facing support and advice daily, 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. This is an 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 managing 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 complaint 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

Mears Group is a Disability Confident employer and recognises our people as our greatest asset. We hire individuality, recognising and valuing everyone as an 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.

About Us

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