Customer Liaison Officer
Mears
Barrow-in-Furness, GB
4d ago

Annual salary : up to £20,000.00

Customer Liaison Officer - Barrow in Furness

Part Time 20 hours per week

Mears is one of the UK’s leading housing and care providers to both the public and private sector, with over 6,500 employees, working with clients to help develop, fund, and implement their placemaking ambitions.

With 30 years of delivering market-leading repairs and maintenance services, Mears is trusted to deliver in excess of 6,000 repairs daily to a portfolio of more than 1,000,000 homes nationwide.

What we are looking for :

Responsible for acting as Mears local operational representation for our customers, working closely with the local branch operational team and customers on a day to day basis.

Developing strong working relationships with our customers is essential in order to provide front facing support and advice as required.

  • Providing efficient communication between the residents and operational teams by putting the customer at the heart of everything we do;
  • ensuring we meet the needs of the business, our clients and our customers.

  • Provide a front-line professional service to all customers - pro-actively deliver a positive experience
  • Coordinate and deliver all customer operational related tasks
  • 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
  • What are we looking for?

  • Experience of working in a customer facing or service delivery role.
  • Experience of developing and delivering service improvements
  • Experience of handling multiple tasks in a high volume, rapidly changing environment.
  • Experience of partnership / alliance / collaborative working.
  • Good time management, planning & organisational skills.
  • Experience of working with computerised systems.
  • Good written, verbal, and interpersonal skills.
  • Strong customer experience ethos.
  • Strong communication skills
  • What's in for you?

  • Competitive basic salary
  • 25 days annual leave
  • Pension Scheme
  • Sharesave - a simple way of saving money direct from your salary for 3 years, in order to buy Mears Group PLC (Mears) shares at a price that is fixed and discounted at the outset.
  • Employee Assistance Programme
  • Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work! Previous years include Alton Towers, Drayton Manor etc.
  • Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, the list is endless.
  • For further information please contact Sarah Tarry, otherwise, if you feel you have skills and experience needed, please apply and we will review your application and be in touch to discuss further.

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