Annual salary: up to £32,000.00
Customer Liaison Officer
Birmingham
Full time – Permanent
Salary up to £32,000 per annum + company car allowance
42.5 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 & tennent 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
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
Company Sick Pay
Life Assurance (2x annual salary)
£3,500 annual car allowance
5% employee and 3% employer pension contribution with People pension
25 days annual leave plus bank holidays
Family friendly policies including enhanced maternity (14 weeks full pay, 12 weeks half pay and 13 weeks statutory pay), paternity (2 weeks full pay) and adoption leave
Employee Assistance Programme - free confidential support and counselling available
Mears Rewards offering discounts and cashback at leading retailers including travel, household items and shopping
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 – up to two days per year to support community initiatives
Cycle to Work Scheme
Share save scheme
Recognition and long service awards
Buy up to 5 days holiday each year depending on length of service
Learning and development opportunities
Career progression opportunities across Mears Group
Occupational health support
Green car scheme with Tusker after successful probation period
Be part of an inclusive workplace with access to a range of colleague networks and support groups focused on diversity, wellbeing and career development. From Disability, Pride (LGBTQ+) and Ethnic Diversity networks to Women in Leadership, the…