Client Relations Officer

2 months ago

Edgware, Greater London, United Kingdom Stanmore Quality Surfacing Ltd Full time

About Stanmore Quality Surfacing Ltd

Stanmore Quality Surfacing Ltd is a family-owned business that has grown into a leading provider of reinstatement, surfacing, and engineering solutions in the UK. With a nearly 30-year track record of delivering high-quality services, we continue to be at the forefront of innovation and performance in our industry.

Job Overview

We are seeking two Customer Excellence Officers to join our Customer Care Team to support our Gas Contract. The successful candidates will be responsible for delivering exceptional customer experiences and maximizing CSAT Performance on the contract.

Key Responsibilities

  • Proactively manage and deliver the best possible customer experience through effective communication and issue resolution.
  • Distribute heating appliances to customers as needed and ensure accurate and up-to-date customer information.
  • Act as an advocate for the delivery of our on-site communication process, ensuring transparency and customer satisfaction.
  • Engage with customers, stakeholders, and team members to provide on-site customer support and coaching.
  • Assist with customer enquiries and complaints, ensuring timely responses and resolutions.
  • Share customer performance data with teams, including CSAT scores and feedback.
  • Collate customer feedback, both positive and negative, and use it to drive improvements and lessons learned.
  • Regularly liaise with our client to understand our performance and work collaboratively to achieve shared goals.
  • Attend internal contract meetings and provide data as required.

Requirements

The ideal candidate will possess excellent communication and interpersonal skills, with the ability to work collaboratively with teams and stakeholders. They will also have a strong customer-focused mindset and be able to work in a fast-paced environment.

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