Mears Flooring
Customer Care Professional
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About Mears
Mears Flooring is one of the UK's leading flooring specialists supplying and installing flooring for national and regional housebuilders. Established in 1802, we have built our reputation on delivering outstanding service, quality installations and strong customer relationships.
As we continue to grow, we are looking for a Customer Care Operative to join our Customer Care team and help deliver an exceptional experience for homeowners, site teams and our installation partners.
The Role
The Customer Care Operative will be responsible for managing customer and builder enquiries, complaints, snagging issues and remedial works from initial contact through to successful resolution.
The role requires excellent communication skills, strong organisational skills with the ability to handle multiple tasks simultaneously with conflicting demands and to take ownership of issues while working closely with customers, fitters, site teams and internal departments.
This is a fast-paced role where no two days are the same.
Key Responsibilities
Customer Care & Complaint Management
- Act as a first point of contact for customer enquiries and complaints.
- Log all customer care issues accurately within company systems.
- Contact customers promptly to acknowledge issues and agree next steps.
- Maintain regular communication with customers until issues are fully resolved.
- Ensure customers receive a professional, empathetic and positive experience.
- See enquiries from acceptance through to completion
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Remedial Works Coordination
- Arrange remedial appointments with customers and fitters.
- Coordinate with the Installation Team to ensure works are completed efficiently.
- Monitor outstanding remedial jobs and actively chase completion.
- Escalate recurring issues or concerns to management.
Housebuilder & Site Liaison
- Communicate professionally with Site Managers, Customer Care Managers and regional housebuilder teams.
- Provide updates on outstanding customer care issues.
- Support the delivery of service level agreements and response times.
Administration & Reporting
- Maintain accurate records of all customer interactions.
- Update electronic diaries and scheduling systems.
- Produce reports on outstanding complaints, remedial works and response times.
- Assist with root cause analysis to identify opportunities for improvement.
Continuous Improvement
- Identify recurring installation or product issues.
- Provide feedback to installation, estimating and commercial teams.
- Support initiatives aimed at reducing complaints and improving customer satisfaction.
What We're Looking For
Essential
- Previous customer service or customer care experience.
- Strong organisational and administrative skills.
- Excellent verbal and written communication.
- Ability to remain calm under pressure.
- Confident using Microsoft Office and internal systems.
- Strong attention to detail.
- Ability to manage multiple priorities simultaneously.
- Positive and proactive attitude.
- Experience scheduling appointments or coordinating field-based teams.
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Desirable
- Experience within construction, housebuilding, flooring or property maintenance.
- Experience handling customer complaints and dispute resolution.
Success Measures
The successful candidate will contribute towards:
- Complaint acknowledgement within 1 working day.
- Complaint resolution within agreed service levels.
- Reduction in outstanding customer care cases.
- Improved customer satisfaction scores.
- Reduced repeat complaints.
- Accurate and timely administration of customer care activities.
Why Join Mears?
- Be part of a successful and growing business with over 220 years of heritage.
- Work within a supportive and ambitious team.
- Opportunity for progression and development.
- Company bonus scheme.
- Pension scheme.
- Employee discounts.
- Regular team events and recognition programmes.
If you enjoy solving problems, helping customers and making things happen, we'd love to hear from you.
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