Customer Liaison Officer

Customer Liaison Officer

Salary: £27444.69

Location: Rotherham – Newyork Way

Hours: 42.5 8-5 Monday to Friday + Company Van and fuel card

About the role:

We are seeking a dedicated individual to join our team to support the customer journey both externally and internally. In this role, you will play a crucial part in embedding a customer-focused culture through our Red Thread behaviours and Customer Service Standards. Your responsibilities will include supporting branch activities to ensure the customer experience is central to all operations, managing and recording customer contacts, and providing thorough analysis and reporting. You will also develop and maintain strong relationships with clients, the local community, and governing bodies, while supporting local bid and mobilisation opportunities. Additionally, you will ensure excellent communication with residents through newsletters, engagement events, and client meetings. Your role will be vital in addressing customer issues positively and ensuring the delivery of the best possible service within our Damp & Mould Eradication Contract.

Principal Accountabilities:

• Customer Management: Address issues positively, guide customers, gather and pass relevant information, and ensure satisfaction.
• Workload Management: Plan and control workloads per site program, arrange access, and maintain communication with customers, branch, and clients.
• Communication: Establish effective systems, attend forums, and develop community plans.
• Complaint Resolution: Investigate and resolve complaints, log and monitor trends, and recommend service improvements.
• Customer Needs: Adapt services for elderly, disabled, and hard-to-reach groups.
• Reporting: Produce monthly site reports and maintain customer folders with important documentation.
• Training & Support: Train new starters, assist with resource planning, and provide holiday cover.
• Health & Safety: Adhere to procedures, comply with SHE policies, and ensure good housekeeping.
• Equality & Diversity: Ensure compliance with policies and address individual needs.
• Risk Management: Follow risk assessments and report any safety concerns or injuries.

Key Criteria:

• UK Full driving licence
• Previous experience in a face to face customer service environment
• IT literate – Microsoft outlook and Excel

Advantageous

• Complaint handling
• Problem solving
• Working on own initiative and works well as part of a team

Benefits:

• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• 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!
• 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
• Smart casual wear
• EAP

To apply, follow the link below or to discuss your application further; contact Francesca at 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 before commencement of employment.