Annual salary: up to £30,000.00
Customer Liaison Officer
Location: Evesham and surrounding areas
Contract: Permanent, Full Time, 8am to 5pm, Monday to Friday
Salary: £30,000 per annum
We are looking for a Customer Liaison Officer to join our team supporting planned maintenance and capital investment programmes across Worcestershire, Warwickshire and Gloucestershire. This is an excellent opportunity for a customer-focused professional who enjoys building strong relationships, coordinating activities and ensuring a positive customer experience throughout refurbishment and improvement projects.
About the Role:
As a Customer Liaison Officer, you will act as the primary point of contact for customers throughout planned and capital works programmes. You will support the delivery of refurbishment, retrofit, compliance and investment works by coordinating schedules, managing customer communications and maintaining excellent service standards.
· Act as the primary point of contact for customers throughout planned and capital works programmes
· Manage the end-to-end scheduling and coordination of planned maintenance and capital investment works
· Liaise with residents to communicate work schedules, access requirements and project updates
· Coordinate appointments and resources to maximise productivity and customer satisfaction
· Track and monitor work progress to ensure key milestones and service level agreements are achieved
· Resolve customer queries, concerns and complaints professionally and proactively
· Maintain accurate records using scheduling and work management systems
· Build positive relationships with customers, clients, subcontractors and operational teams
· Support the successful delivery of refurbishment, retrofit, compliance and capital investment programmes
· Ensure all activities are completed in line with company procedures, client requirements and relevant legislation
Key Criteria:
· Strong complaints handling experience
· Customer-focused approach with excellent communication skills
· Full UK driving licence
· Experience supporting planned maintenance or capital works programmes
· Confident supporting service users and customers
· Experience of end-to-end coordination and scheduling
· Ability to work to strict deadlines in a fast-paced environment
· Experience within social housing would be advantageous
Benefits
· 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 (4 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 Women Operative Support Group, Women's Health, Men's Mental Health and Armed Forces communities, these groups provide opportunities for support, connection and professional development across our diverse workforce.
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