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- Tasks: Manage customer care for properties and ensure tenant satisfaction.
- Company: Celtic Horizons is a community-focused company supporting over 6000 properties in South Wales.
- Benefits: Enjoy 25 days leave, volunteering opportunities, and staff discounts.
- Why this job: Be part of a team that values customer relationships and community impact.
- Qualifications: Experience in customer care, strong IT skills, and good communication abilities required.
- Other info: Diversity and inclusion are core values; support for veterans and social mobility initiatives.
The predicted salary is between 25000 - 35000 £ per year.
Annual salary: up to £31,229.01
Customer Liaison Officer
Caerphilly
Full Time – Permanent Role
Salary £31,229.01 per annum
Do you want to be proud to work for a company that gives back as much as you?
Celtic Horizons operate in South Wales and the Valleys from our offices in Caerphilly, we are looking for a talented and customer focussed Customer Liaison Officer. You will be an integral part of the planned / capital works team, and you will put United Welsh’s tenants at the heart of everything we do and ensure we continue to deliver high customer satisfaction.
Celtic Horizons was the first wholly owned subsidiary of its kind formed by United Welsh Housing Association, who entered into a partnership with Mears Group. Celtic Horizons care for over 6000 properties spanning over 11 local authority areas in South Wales.
About the Role
As our Customer Liaison Officer, you will administrate and manage the delivery of Customer Care for individual properties. You’ll liaise with tenants regarding planned, capital and project works, ensuring their individual satisfaction and work with the planned, capital and project teams.
The ability to provide fantastic customer services as well as building relationships with colleagues and customers is a must. We are a performance targeted business, so you must be decisive, flexible
Role Responsibilities
- You will be responsible for increasing Celtic Horizons presence and involvement within the community, by developing schemes and programmes that will assist in the long-term partnership within the contract.
- Providing a front-line professional service to all customers – pro-actively deliver a positive experience.
- Coordinating and delivering all customer operational related tasks.
- Encouraging positive relationships between Celtic Horizons and the customer, ensuring all actions are followed up and communicated effectively.
- Supporting customer engagement activities across all channels.
- Engaging customers in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and manage expectations.
- Ensuring customers opinions are acknowledged and feedback into operational teams.
- Acting as a Celtic Horizons brand ambassador
Role Criteria
- A proven track record of working in a customer care environment
- You must have strong I.T skills particularly in Microsoft Word and Excel
- Good written & verbal communication skills
- Excellent Numeracy skills
- A full, valid, current driving licence
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 Car Allowance of £3,600pa
To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points
Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment.
Apply below or to discuss your application further; contact:
Lauren Bellini (lauren.bellini@mearsgroup.co.uk)
If you need any help with your application process, we are here to support you. We will be accessible every step of the way.
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.
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Customer Liaison Officer employer: Mears Group
Contact Detail:
Mears Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Officer
✨Tip Number 1
Familiarise yourself with Celtic Horizons and their community initiatives. Understanding their values and how they engage with tenants will help you demonstrate your alignment with their mission during any discussions.
✨Tip Number 2
Prepare to showcase your customer service skills through real-life examples. Think of specific situations where you've successfully resolved issues or built strong relationships, as this will highlight your suitability for the role.
✨Tip Number 3
Brush up on your IT skills, especially in Microsoft Word and Excel. Being able to confidently navigate these tools will be crucial in managing customer care tasks effectively, so consider doing a quick online refresher course if needed.
✨Tip Number 4
Network with current or former employees of Celtic Horizons or similar organisations. They can provide valuable insights into the company culture and expectations, which can give you an edge in your application process.
We think you need these skills to ace Customer Liaison Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer care and any relevant skills, such as strong IT proficiency and excellent communication abilities. Use specific examples that demonstrate your ability to build relationships with customers.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and your understanding of the role. Mention how you can contribute to increasing Celtic Horizons' presence in the community and enhancing customer satisfaction.
Showcase Relevant Experience: In your application, emphasise any previous roles where you provided front-line customer service or managed customer relations. Highlight your achievements and how they align with the responsibilities of the Customer Liaison Officer position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Mears Group
✨Showcase Your Customer Service Skills
As a Customer Liaison Officer, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or enhanced their satisfaction.
✨Demonstrate Strong Communication Abilities
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely, and be ready to discuss how you would keep tenants informed about project progress and manage their expectations.
✨Highlight Your IT Proficiency
Since strong IT skills are required, especially in Microsoft Word and Excel, be prepared to discuss your experience with these tools. You might even want to mention specific tasks you've accomplished using them.
✨Emphasise Community Engagement
Celtic Horizons values community involvement. Think of ways you've engaged with communities in the past and be ready to share ideas on how you could enhance Celtic Horizons' presence within the community.