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Client Liaison Officer

4 months ago

Southwark, 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 ad-hoc 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