Mears Group
Customer Liaison Officer
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Annual salary: up to £31,000.00
Customer Liaison Officer
Birmingham
Fulltime – Permanent
Salary up to £31,000 per annum + company van and fuel card
40 hours per week Monday – Friday
About the Role:
As a Customer Liaison Officer, you will be working on our planned and capital maintenance programme within the social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community. Providing front facing support and advice as required 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.
Duties:
- Provide a front-line professional service to all Customers & Tenants - pro-actively deliver a positive face to face experience
- Handling multiple tasks in a high volume in a rapidly changing environment
- Coordinate and deliver all customer operational related tasks and communication materials as appropriate
- Ensure customer & tenant appointments are attended on time and to standard
- Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
- Support customer engagement activities across all channels
- Support Customer Service Centre with resolution of front-line complaints and queries
- 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 terms
- Ensure customers opinions are acknowledged and feedback into operational teams champion customer insight solution
- Delivering community projects
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Key Criteria:
- Proven experience working within a social housing or local authority environment, with a good understanding of responsive repairs, planned works, compliance requirements and the importance of delivering services to agreed standards and KPIs.
- Organised with a strong eye for detail, ensuring accuracy across documentation, reports, project updates and compliance records, and maintaining high standards throughout delivery
- Excellent communication skills (written and verbal)
- Demonstrable experience supporting or delivering projects from start to finish, managing timelines, coordinating activity, resolving issues.
- Experience engaging directly with residents, providing clear updates, managing expectations
- Experience handling customer complaints professionally and empathetically
- UK Full driving licence
Benefits we can offer you
- 25 days annual leave plus bank holidays
- Company Van and Fuel Card
- Uniform
- 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
- Family friendly policies
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All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.
To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.
Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.
Apply below or to discuss your application further; contact:
Francesca Swan (francesca.swan@mearsgroup.co.uk)
If you need any help with your application process, we are here to support you. We will be accessible every step of the way.
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.
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