• Permanent
  • SE15 6TH, United Kingdom
  • Closing date: Jul 2, 2015

Job reference : 736/15

JOB PURPOSE

To manage the delivery of Excellent Customer Care. To liaise with tenants ensuring their individual satisfaction, and work with Operations team to deliver the service.

PRINCIPLE ACCOUNTABILITIES

1 To provide positive and effective communication with the tenants, local client staff and branch, and deliver the customer experience.
2 To be the first point of contact for customer issues, and ensure resolution to stop complaints.
3 Record all contact, issues and complaints following the policies and procedures as laid out. Escalate all unresolved issues / complaints to your Customer Care Manager on a defined regular basis.
4 To develop contacts within the community through tenant groups, and to bring potential projects to the Customer Care Manager.

DIMENSIONS

The role is to work on an individual branch basis, within Customer Care, reporting to the Customer Community Manager.
This role provides a service to the business, which is generally to one Branch, however on occasion in order to attend training and meetings the job holder may be required to travel around the East. The jobholder must be able to do such travel with the occasional overnight stay away from the base office.

FINANCIAL RESPONSIBILITY

To monitor all potential claims, ensuring minimal financial impact to the Branch and Company.

COMMUNICATIONS

The job holder will participate as an active member of the branch team, and report to the Customer Community Manager.
The job holder will liaise with all levels of management and employees / workers throughout the business, also client and tenants of all contracts.

KEY TASKS

1 Regular liaison with the tenants prior, during and upon completion of the contract.
Deliver and collect satisfaction surveys as per contractual obligation.
2 Ensure that all Customer Care policies and procedures are adhered to, and documented.
3 Continuous liaison with the Customer Community Manager, and Site management, updating on issues raised, and information which requires action.
4 Respond positively to any new initiatives that are brought into practice, making sure they easily become part of the Customer Experience service delivery.
5 To communicate any special requirements to all parties concerned, and if liaison is required with outside parties, link in with Customer Community Manager.
6 Ensure that all written communication is carried out as per the Customer Care procedures and any contractual specification.
8 Accompany the Customer Community Manager, when required, at internal and external customer meetings.

Please note: If you have not had a response within 4 weeks from the closing date of this vacancy, please consider yourself unsuccessful on this occasion.

Mears Group is an equal opportunities Company

Mears is a provider of services to many local communities often with a high level of vulnerable persons.

Download job specification

Please send us your application by downloading and completing the application form and then selecting ‘Apply Online’.  If you are unable to complete the application form please click ‘Apply Online’ and attach your CV.  If you experience any difficulties please email your application to recruitment@mearsgroup.co.uk.

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