Customer Liaison Officer

Overview

Front‑line liaison delivering customer service for social housing repairs.

Key Responsibilities

• customer relations
• customer training
• complaints management
• customer insight
• communication
• policy adherence

Tasks

-Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively -Act as a Mears brand ambassador -Convey accurate and timely information to customers and operational team, in clear simple terms -Support delivery of customer training to operational teams -Manage 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 -Ensure customers opinions are acknowledged and feedback into operational teams – champion customer insight solution -Coordinate and deliver all customer operational related tasks and communication materials as appropriate -Support customer engagement activities across all channels -Provide a front-line professional service to all customers - pro-actively deliver a positive experience -Ensure all related policy, process and procedures are fully adhered to -Ensure customer appointments are attended on time and to standard -Proactively support the Group Customer Success Manager as required

Requirements

• word
• excel
• communication
• customer care
• social housing
• english

What You Bring

-Strong I.T skills particularly in Microsoft Word and Excel. -Excellent communication skills -Experience in compliant handling -A proven track record of working in a customer care environment. -Previous experience working in social housing -Good written & verbal communication skills in English

People Also Searched For

Benefits

-Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment. -Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work! -Company Van, Fuel Card and Uniform -Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more -25 days annual leave plus bank holidays

About Mears Group Plc

-Rapid growth through acquisitions and organic expansion. -Specialist teams provide rapid-response and planned maintenance, refurbishment, boiler servicing, fire safety, and retrofitting services. -Delivers tailored care-with-housing schemes and manages tenancies, leaseholds, and emergency accommodation. -Builds affordable homes, handles capital works, and offers full lifecycle facilities management. -Strategic acquisitions have shaped its full-service housing platform.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship is offered; candidates must already have uk work entitlement.

Security Clearance

-roles are subject to relevant dbs/security checks prior to employment.