Customer Relations Officer

3 weeks ago


Leicester, United Kingdom Tate Recruitment Nottingham Full time

As an Executive Relations Officer, you will be responsible for investigating and handling all Management Board and UK Senior Management team for live/post rental queries and reservations. In addition, we are responsible for managing escalated cases sent via BVRLA; the ECRCS and via the Small Claims Courts. Liaising with external and internal customers and partners to provide a positive outcome to customers.

Main duties of the role:

- End to end ownership (acknowledgement, investigation, resolution and necessary follow up) of all Execom, SMT, Small Claims, ECRCS, BVRLA, Social Media and Privilege queries that are allocated
- Management of VIP reservation requests including support of customers who previously complained to Execom/SMT for their future rental requirements
- Ensure a premium experience for our clients by understanding their objectives and key requirements
- Support the creation of frequent reporting for Execom/SMT to create transparent view of outstanding and completed activities
- Deliver a customer focused, responsive, consistent and high quality service for our customers so
- Maintain and update product knowledge in order to provide effective service and advise customers correctly
- Ensure any system issues / contract discrepancies are bought to the attention of the your line Manager at the earliest opportunity
- Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area
- Support the wider Customer Service team with both knowledge and case working as time allows
- To work with Legal on small claims queries and represent in court on behalf of the company
- Manage all Privilege queries in line with the procedure and liaise with ECI when assistance is required
- Other duties as allocated by the Executive Relations Manager

**Key skills and attributes required**:

- Experience of working within a Customer Services department
- A good understanding of processes, procedures and systems
- Complex Problem Solving Skills
- A confidence to discuss complex topics with the Senior Management Team / Management Board/Legal Department and our governing body
- Ability to work in a pressurised environment working quickly and effectively to meet required standards
- Excellent verbal and written communication skills
- Very good decision making skills
- Accuracy and attention to detail
- Ability to work as part of a team to meet business objectives
- An ability to manage own workload and meet deadlines
- A calm and friendly customer focused approach with the ability to resolve issues restore the customers' faith in the company
- A naturally helpful, outgoing, confident, friendly and enthusiastic approach to their work and their colleagues and A ‘can do’ approach to going the extra mile for all customers

Once fully trained, a hybrid model will be offered.

Working hours: 36.25hrs - Mon - Fri 08.00 - 17.00 and the shift pattern will be discussed at interview stage.

**Job Types**: Full-time, Temporary contract
Contract length: 12 months

**Salary**: £20,000.00-£23,000.00 per year

**Benefits**:

- Flexitime
- Life insurance
- Work from home

Schedule:

- Day shift
- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Leicester: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location



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