Customer Liaison Officer

Customer Liaison Officer

Exeter

From £25,500 per Annum plus company van and fuel card

Full time - Permanent – 42.5 hrs per week Monday – Friday 8am till 5pm

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

We are looking for experienced Customer Liaison Officer to join our team in Exeter. Working with Exeter City Council on a variety of residential works, working in occupied or void properties, our team produce work to the highest standards and deliver outstanding customer service.

This post will be with the Kitchen and Bathroom Team liaising with tenants to coordinate access arrangements, ensuring any issues or concerns are resolved quickly and effectively, in order for works to be completed to schedule during the upgrade of their property

• 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
• Support Customer Service Centre with 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
• Provide administrative support across the office team, and work closely to support other colleagues as required

Role Criteria

• Experience in a customer service role.
• Experience with administration.
• Has delivered or worked on a community project.
• Good Communication skills
• IT Literate
• Attention to detail

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
• Family friendly policies
• Van and Fuel card – fuel card can be used for the commute to work.

Apply below or to discuss your application further; contact Francesca on f.park-davies@mearsgroup.co.uk

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points

Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks either before or upon commencement of employment.