Customer Liaison Manager

Annual salary: up to £36,840.00

Location:

Coatbridge

Contract:

Permanent, Full Time

Salary: £36,840 per annum plus £4,000 car allowance

Are you passionate about delivering an exceptional customer experience and leading high-performing customer service teams? We are looking for a Customer Liaison Manager to join our team, ensuring residents receive a seamless and positive experience throughout planned investment works.

In this role, you will lead and develop a team of Customer Liaison Officers, oversee customer engagement strategies, manage complex customer issues and complaints, and work closely with operational teams to ensure customer commitments are embedded throughout programme delivery.

Mears Group is one of the UK's leading housing and care providers, delivering services to communities across the country. We are committed to making a positive difference to the lives of the people we serve, providing high-quality, customer-focused services while creating opportunities for our colleagues to develop and thrive.

As Customer Liaison Manager, you will take ownership of the customer journey across planned investment programmes, ensuring residents are fully informed, supported and engaged throughout the delivery of works. You will lead customer-focused initiatives, monitor service performance, and drive continuous improvement through customer feedback, insight and engagement data.

• Lead, manage and develop the Customer Liaison Officer team to deliver a consistent, high-quality customer experience
• Own and continuously improve the customer journey throughout planned investment works
• Develop and implement customer engagement and communication strategies
• Act as the senior escalation point for complex customer issues and complaints
• Monitor customer satisfaction, feedback, complaints and engagement data
• Ensure vulnerable residents receive appropriate support throughout programme delivery
• Work collaboratively with operational teams, contractors, clients and stakeholders
• Identify and manage customer-related risks and ensure compliance with contractual and regulatory requirements
• Drive continuous improvement initiatives to enhance customer outcomes and service delivery
• Support achievement of contractual performance standards and KPIs

• Proven experience leading and developing customer-facing teams
• Experience with in social housing, planned maintenance, construction, repairs or capital investment programmes
• Demonstrable experience improving customer satisfaction and customer journey outcomes
• Experience managing customer complaints, escalations and service recovery
• Experience building effective relationships with clients, residents and operational stakeholders
• Experience using customer insight and performance data to drive service improvements
• Experience managing Customer Liaison Officers within planned investment programmes
• Experience delivering kitchen, bathroom or major refurbishment programmes
• Experience working within a contractual or partnering environment
• Experience managing customer-focused KPI performance
• Full UK driving licence

• 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
• Rec…