Customer Liaison Officer

Location: Washington – Tyne & Wear

Position Type: Permanent, Fulltime – 42.5hrs Monday – Friday 8:00am-5:00pm

Salary: £28,875 + Company Van & Fuel Card

Due to a new contract expansion, we are now seeking a Customer Liaison Officer to join our team working in the Washington, Sunderland area. You will be delivering excellent service and support through our local teams, who understand the importance of working together for the local community.

“A desire to make a positive difference wherever we operate has always been at the heart of our business. It was 30 years ago when we were a small maintenance contractor with a single van; and it still is now, we are a truly national company”.

About the role:

To positively represent Mears, working closely with the contract operational team and customers daily.  Provide 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.

• Provide a front-line professional service to all customers - pro-actively deliver a positive experience 
• Coordinate and deliver all customer operational related tasks and communication materials as appropriate
• 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 

Role Criteria:

• Experience of working in a customer facing or service delivery role.
• Educated to GCSE (or equivalent) - in English & Maths
• UK Driving License
• IT Literate – Microsoft Office (excel and word)

Role Desirables:

• Domestic retrofit understanding is desirable but not essential
• CSCS Card – construction skills certificate scheme), or previous experience within a similar role

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Benefits we can offer you

• 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!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• 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
• Company Van and Fuel Card
• Uniform provided

If you feel you have skills and experience needed, please apply below via the link. If you have any further questions, please contact Francescaon [email protected]  or, quoting the job reference number for further information. We look forward to hearing from you soon. 

To drive a Mears vehicle, you must be aged over 21 have held your license 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.