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Client Liaison Officer

3 months ago

Southwark, Greater London, United Kingdom K&T Heating Services, part of the Sureserve Group PLC Full time

Client Liaison Officer


K&T Heating provides gas compliance services for local authority, housing association and charity customers, currently managing around 200,000 properties across London and the South East.

We have an exciting opportunity for a Client Liaison Officer to join the team to work 3/4 days a week in the Wandle Southwark Office and the remaining days in our Dartford HQ.


Role


The role of our Client Liaison Officer is to act as the main point of contact for our client and be a customer contact for compliancy, escalated queries, complaints, and complex issues.


  • Act as main point of contact for client, re compliancy & complaints
  • Work closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress.
  • Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised.
  • Update and provide compliance & repair reports to client.
  • Call customers to arrange appointments for follow up works
  • Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs
  • Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts
  • Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress.
  • Adhere to and support K&T's and their clients' policies and procedures regarding data protection and equality and diversity
  • Attend Contract meetings.
  • All associated adhoc administrative duties.

Package

  • Full time, permanent position
  • 35 Hour working week
  • Competitive package: up to 25k depending on experience
  • 28 days annual leave including bank holidays, rising by one day with each full year of service (Max five additional)
  • Potential of overtime
  • Perkbox
  • Pension Salary Exchange

Essential Criteria

  • Previous administrative experience, preferably from a social housing/construction background
  • Able to provide a high level of courteous, professional customer service
  • Proficient in MS Office, in particular Outlook and Excel
  • Good written and verbal communication skills
  • Flexible attitude with strong organisational skills
  • Exceptional verbal and written communications skills
K&T Heating Ltd is an equal opportunities employer who values everyone as an individual.

Job Types:
Full-time, Permanent

Salary:
Up to £25,000.00 per year

Benefits:

  • Company pension
  • Cycle to work scheme
  • Referral programme
  • Wellness programme

Schedule:

  • 8 hour shift
  • Monday to Friday

Ability to commute/relocate:

  • Southwark: reliably commute or plan to relocate before starting work (required)

Experience:

Customer Service: 2 years (required)

Work Location:
One location