Customer Insight & Engagement Officer

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Mears Group, Inc.

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1001 - 5000 employees

Mears is an industry-leading energy infrastructure solutions provider offering engineering, construction and maintenance services to the oil and natural gas, electric transmission and distribution, telecommunications, and wastewater industries. As a wholly owned subsidiary of Quanta Services, we can leverage the network of companies to provide our customers with the nation’s largest pool of skilled workers, equipment, and specialized services to deliver infrastructure solutions across North America.

📋 Description

• Act as a key link between customers and operational teams • Proactively manage customer feedback and insight, identifying trends and key themes • Analyse complaints outcomes and satisfaction surveys to inform service improvements • Track the progress of improvement initiatives and report outcomes to senior management • Implement regulatory surveys and support improvement planning based on results • Engage with customers, residents and communities through forums, visits and local initiatives • Build strong relationships with stakeholders, local organisations and community groups • Support complaint resolution and ensure customer queries are handled effectively • Promote positive communication and support brand awareness through engagement activity

🎯 Requirements

• Excellent communication skills, both written and verbal • Ability to build strong relationships and connect with local communities • Strong analytical skills with the ability to translate data into actionable improvements • Customer service experience within a professional or office environment • Problem solving skills and ability to remain calm under pressure • Flexible and proactive approach with a willingness to travel regularly • Full UK driving licence • Ability to work independently in a remote, field-based role • Experience creating customer communications such as newsletters or engagement materials • Sales or engagement experience is desirable • Housing or sector specific experience is desirable

🏖️ Benefits

• 25 days annual leave plus bank holidays • Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year • Volunteering Leave - Mears supports employees to undertake paid volunteering in the community • Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more • Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing • Mental Health First Aider Network – Confidential MHFA support and signposting • Employee of the Month Award (Departmental) – a chance to win recognition • Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness • Mears Amazing Employee Awards • Subsidised Eye Tests and cost towards glasses for DSE use • Employee Networks and Sub-Forums