Customer & Community Manager

Up to 30000.00 GBP Annual
17 May 2019
14 Jun 2019
Engineering, Defence
Contract Type
Full Time
Are you a strong communicator? Do you have a desire to be at the forefront of developing relationships across a range of high profile local government clients? We currently have an opportunity for a Customer & Community Manager to join our team.

Within this role, you will be a member of the branch management team. You will be responsible for managing and investigating all ombudsman enquiries for the branch and will support local bids and tenders for new work.

You will develop the yearly social value plan around the strategic vision of the client and will be the contact for the branch/business area with regard to all Social Value & PR activities, organising and promoting contact with Client and tenant groups in line with the client's vision.

You will proactively build relationships with the client, work with other key members of staff to develop relationships with tenant and client groups and will deliver customer care policies and procedures throughout the branch, ensuring general compliance.

In addition, you will be responsible for gathering all good news for relevant PR initiatives and communicating to Group Customer Success team and will successfully deliver customer performance in line with agreed KPI's.

In order to be successful in this role, you will need to have the following attributes:

* Considerable experience working as a line manager within a client focused environment and handling complex complaints and elected members enquiries

* Exposure to working with clients and customers to understand their needs and perceptions within the social housing industry.

* Proven experience of successfully managing projects as well as knowledge of developing and delivering service improvements.

* Ability to deal with enquiries and complaints promptly, efficiently and effectively as possible

* Making customers aware of the complaints process and being able to understand and implement it

* Excellent communication skills

* Ability to learn new skills and systems such as One Touch that Mears use

* Ability to deal with difficult people, whilst remaining cool, calm and collected at all times

* Take ownership of complaints and claims

* Have excellent telephone skills

* Work with local schools and colleges

* Work with the client closely and their representatives

* Assist with functions and events outside of normal working hours

* You will be familiar with managing complex situations and will have experience of partnership/alliance/collaborative working and will be able to handle multiple tasks in a high volume, rapidly changing environment.

Candidates for this role must hold a full valid UK driving licence

At Mears we want to take care of our employees, that's why we have a benefits site called Mears Rewards exclusively for all our employees. This site has hundreds of savings at popular retailers as well as an important Employee Assistant Programme, to take care of your wellbeing. You could save up to GBP1,000 a year with the variety of offers we have at Mears Rewards, from Tesco to Thomas Cook there really is a saving for everyone that can make your money go further.

If this job appeals to you, follow the link below to complete your application. A member of the Mears Group recruitment team will be in touch