Customer Liaison Officer
18 hours ago
A Customer Liaison Officer position is required in our Complaints team. The role will involve investigating and where possible resolving informal and Stage 1 complaints.
The key tasks for this role include:
This details the core duties and expectations of the roles (not a task list)
- Monitor initial reports of informal complaints and resolve at first point of contact where possible.
- Regularly monitoring and progressing all live complaints, status updates and complaint closures and providing lessons learnt were required.
- Liaise with complainants, MP Office’s, and other stakeholders on behalf of THT ensuring that customers are fully updated throughout investigations
- Monitor customer satisfaction, enquiries with potential service improvements suggested.
- Contribute towards team objectives and key performance indicators whilst considering the personal needs of the customer.
- Build excellent relationships with customers, contractors and stakeholders and work collaboratively with colleagues across THT.
- Authorised spend up to agreed levels whilst maximising cost efficiencies and considering financial strength
- Other reasonable duties in line with the needs of the Trust.
In this role you will be good at:
- Building an excellent rapport with customers, contractors and internal stakeholders
- Working collaboratively with THT colleagues
- Being an active listener
- Paying close attention to detail
- Ability to communicate effectively and fluently through a range of channels and both in written and verbal form.
- Understand and pick up on key trends
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