Client Relations Planner

2 weeks ago

Birmingham, United Kingdom Fortem Solutions Ltd Full time

**The Role**
**The Project**
Responsibilities: - Liaise with the client customer services team and client call centre resolution team to respond to all escalated customer enquiries efficiently and take necessary action - Proactive approach to handling complaint alerts using initiative to resolve in a timely manner - Manage incoming complaint alerts and internal memos and track progress from beginning to end - Ensure all complaint alerts and internal memos are booked effectively on the day or the following day - Collate and distribute complaint alert and/or internal memo reports (frequency requested by Service Manager) - Review day to day client chase ups and escalate any steps in process not being adhered to - Effective and timely management of inbox to ensure all chase ups are actioned within the relevant SLA - Feedback to field Supervisor, Service Manager and/or Planner/CSA where trends occur - Answer all customer relations enquiry calls and take necessary action - Resolve queries at first point of contact where possible - Ensuring ownership of jobs, actions are followed through, and records are updated on relevant system(s) - Promote Fortem culture, values, and behaviours - Work as part of the team to ensure the customer experience is enhanced and service failure is eliminated, working collaboratively with all parties involved - Doing the basics brilliantly utilising the reports and tools available to ensure productivity - Liaise with trades and subcontractors regularly to ensure work allocated is as planned, liaising with the field Supervisor and/or Planner/CSA and adjusting if needed. - Review day to day progress with the Service Manager to proactively eliminate service failure - Excellent communication, keeping everyone informed and promoting ‘right first time’ approach Establish and maintain excellent relationships at all levels
**Essential and Desirable Criteria**
Essential: - Excellent dispute resolution skills - IT literate with excellent planning and data interrogation skills - Excellent communication and able to build strong relationships - Positive proactive attitude, inspires confidence and is approachable - Team player and professional approach with high standards - Able to engage and influence both individuals and groups - Accuracy and attention to detail with great problem-solving skills - Ability to plan work and meet deadlines - Ability to prioritise and reprioritize as required - Flexibility, with common sense approach - Professional with good telephone manner - Excellent customer service skills - Ability to work well under pressure and remain resilient - Enjoys customer interaction - Driven by achieving targets Desirable - Previous customer service or call centre experience - Knowledge of repairs and maintenance
**Personal Qualities**
We need someone to join and support our team who is proactive, customer focused, approachable with a can do attitude. At Fortem we look for a balance of skills and experience but just as important to us are your values and behaviours.
**Additional Information**
Some flexibility in working patterns is to be expected and a driving license is essential. We offer you a bright future, one where you will have the opportunity to develop your career with a fast moving, forward thinking company, who recognise and rewards your achievements.
**About Us**
Here at Fortem we are passionate about people, with a real focus and drive around continuous development. We strongly believe that this passion has allowed us the success we have enjoyed in recent years. Above everything else you will be joining a values based business: our values are at the centre of every activity we undertake. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.
Job Reference: FOR02612

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