Customer Liaison Officer
7 days ago
**J Tomlinson Ltd**
Nottingham, Nottinghamshire
**Job Details**:Customer Liaison Officer(Full Time Position)
J Tomlinson has an exciting opportunity for you to join our team.
**Company Overview**:
- J Tomlinson is an established, privately-owned company with a substantial heritage and wealth of experience in delivering integrated building solutions tailored to public and private sector clients.
- Due to our continued success and on-going commitment to providing a world-class service to our customers, we are looking to recruit.
- Our extensive portfolio of services includes the provision of Care, Commercial Refurbishment, Repairs and Maintenance, Engineering Services, Regeneration Programs, Energy Efficiency and Renewables, and Facilities Management.
- We offer a totally integrated building solution.
**Here are some of the J Tomlinson benefits**:
- Competitive salary
- 25 days (staff)/22 days (operative) Annual leave entitlement plus bank holidays
- Annual Leave Purchasing Scheme (ALPS) (purchase up to 5 additional days leave)
- Pension Contributions
- Flexible working
- Life assurance
- Free car parking
- Perks at Work Employee Benefit Platform
- Refer a Friend Scheme
- Eye Test Reimbursement Scheme (DSE Users)
- Employee Assistance Program (EAP) for you and your family
- Length of Service - additional annual leave entitlement.
**Purpose of Role**:
Following satisfactory completion of training and probation, the CLO will be required to complete a variety of tasks across multiple contracts and will ensure compliance to different processes set out by the department and individual contracts.
- It is the responsibility of the Customer Service Centre to ensure compliance, to work with other departments and managers to ensure an effective customer journey and to ensure that we manage and where possible exceed the expectations of our customers.
**The duties of the role include**:
- To effectively and efficiently handle a large volume and variety of customer enquiries within company performance targets and while demonstrating excellent standards of customer care.
- Working with a high level of integrity and confidentiality within Data Protection guidelines and to ensure that legal, statutory and any other relevant legislation and guidelines are strictly observed.
- To support with the planning and coordination of the maintenance contracts, ensuring all servicing is planned economically and cost-effectively in line with the Company’s contractual obligations.
- To support with the allocation of works, ensuring the correctly qualified and experienced operatives attend the relevant planned and reactive calls, paying particular attention to Gas Safety.
- To liaise effectively with internal and external customers to arrange satisfactory appointments and to ensure the completion of works in a timely manner.
- To proactively contact customers to improve first-time access.
- To support in the processing of forms, raising of purchase orders for materials and sub-contractors and completion of daily timesheets in accordance with the company procedures.
- To liaise with client’s representatives with regards to receipt, allocation and status of works orders.
To be regarded as a local ‘expert’ in all Customer Service matters, offering both specialist and general advice on topics consistent with the role.
- To display a positive, flexible and proactive approach to delivering excellent customer service, including dealing sensitively with a diverse customer base.
- To attend training and team meetings as directed and to ensure operational processes and procedures are adhered to in order to help contribute to the overall effectiveness of the team’s performance.
- To support across various Operational Departments as requested by the Customer Service Manager or Team Leader.
- To support the Team Plan, Company mission and vision and live the company values as well as supporting the successful implementation of the Customer Service Strategy.
- In addition to the above any duties your manager or the company require you to undertake.
**Competencies**:
- Information Analysis - Gathers, organizes, and analyses diverse sources of information
- Planning/Organizing - Coordinates and directs routine activities effectively
- Managing Conflict - Manages hostility between individuals or groups when disagreements occur
- Service Orientation - Creates customer loyalty through courteous, timely, and helpful service
- Following Procedures - Adheres to directions, policies and/or legal guidelines
- Stress Tolerance - Handles pressure well
- Communication - To communicate clearly and effectively with a diverse range of people; tailoring style to suit the audience and promote free-flowing communication.
- Team Work - Working effectively with others, as a team leader or team member, encouraging teamwork and supporting others.
- Results Orientation - Demonstrating a commitment to achieve results against required standards.
- Planning & Org
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