Customer Liaison Officer

2 months ago

StokeonTrent, United Kingdom CATCH22 CHARITY Full time

**Job Purpose**

To develop, improve and deliver an efficient and effective Customer Feedback Service in relation to greenspace maintenance and prepare management reports and performance information to assist in excellent service delivery.

**Key Duties / Responsibilities**
- To investigate and deal with complaints effectively and speedily.
- To be accountable on a day to day basis for the receipt and management of MP Enquiries including drafting responses and ensuring that managers provide information to enable you to meet the deadlines
- To be responsible for the continuous development of the technology used to capture enquiries with colleagues to enable a smooth efficient customer journey.
- To act as the first point of contact for all enquiries in relation to streetcare and greenspace maintenance
- To ensure that all complaints received are fully investigated in line with the Corporate Complaints procedure and statutory guidelines.
- To act as a link officer and liaise directly with the management team and all other stakeholders on all relevant matters, undertaking investigations and collating all relevant paperwork to enable the post holder to write a satisfactory response.

An in depth knowledge and understanding of excellent customer service

An understanding of the statutory and regulatory framework within the range of responsibilities of the role

Experience of working in a Customer Service Environment

To liaise and communicate with a range of people including customers, service users, their representatives, managers and other Council Officers.

Customer focused, with high level of commitment to delivering excellent services to internal and external customers and stakeholders.

Managing escalated enquiries and customer satisfaction

Ability to translate statutory requirements into clear, simple working practices to deliver excellent services to our customers

Excellent telephone manner, paying particular attention to Customer Care and maintaining confidentiality at all times.

The ability to promote culture changes required to raise service standards in Stoke-on-Trent. This includes a personal and professional commitment to open communication, open mindedness, equal opportunities and diversity

**Job Types**: Full-time, Temp to perm
Contract length: 8 months

**Salary**: From £11.60 per hour

**Experience**:

- Administrative: 4 years (required)
- Customer service: 4 years (required)

Work Location: In person

Reference ID: 5227155

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