Resident Liaison & Service Delivery Lead

Mears Group PLC; Coatbridge; Vor Ort; GBP 33.000 - 41.000; Vollzeit

Benefits dieser Stelle

25 days annual leave

Paternity / maternity benefits

Car allowance £4,000

Employee assistance programme

Pension contribution

Zusammenfassung

Mears Group PLC in Coatbridge is seeking a Customer Liaison Manager to lead a team of Customer Liaison Officers and drive excellent resident experiences across planned investment works. You will own the customer journey, implement engagement strategies and act as the senior escalation point for complex issues.

The role requires a proven track record in social housing or capital investment programmes, strong stakeholder relationships and a full UK driving licence.

Qualifikationen

• Proven experience leading and developing customer-facing teams.
• Experience within social housing, planned maintenance, construction, repairs or capital investment programmes.
• Demonstrable experience improving customer satisfaction and customer journey outcomes.
• Experience managing customer complaints, escalations and service recovery.
• Experience building effective relationships with clients, residents and operational stakeholders.
• Experience using customer insight and performance data to drive service improvements.
• Experience managing Customer Liaison Officers within planned investment programmes.
• Experience delivering kitchen, bathroom or major refurbishment programmes.
• Experience working within a contractual or partnering environment.
• Experience managing customer-focused KPI performance.
• Full UK driving licence.

Aufgaben

• Lead, manage and develop the Customer Liaison Officer team to deliver a consistent, high-quality customer experience.
• Own and continuously improve the customer journey throughout planned investment works.
• Develop and implement customer engagement and communication strategies.
• Act as the senior escalation point for complex customer issues and complaints.
• Monitor customer satisfaction, feedback, complaints and engagement data.
• Ensure vulnerable residents receive appropriate support throughout programme delivery.
• Work collaboratively with operational teams, contractors, clients and stakeholders.
• Identify and manage customer-related risks and ensure compliance with contractual and regulatory requirements.
• Drive continuous improvement initiatives to enhance customer outcomes and service delivery.
• Support achievement of contractual performance standards and KPIs.

Kenntnisse

Team leadership

Customer experience

Stakeholder management

Data-driven improvements

Contractual compliance

KPI management

Driving licence

Jobbeschreibung

Mears Group PLC in Coatbridge is seeking a Customer Liaison Manager to lead a team of Customer Liaison Officers and drive excellent resident experiences across planned investment works. You will own the customer journey, implement engagement strategies and act as the senior escalation point for complex issues.

The role requires a proven track record in social housing or capital investment programmes, strong stakeholder relationships and a full UK driving licence.