Customer Liaison Officer
1 month ago
We are seeking a dedicated and enthusiastic Customer Liaison Officer to join our dynamic team at Rock Managed Services. This role is essential in providing exceptional service to our customers in the housing and construction sector, ensuring their needs are met and their inquiries are resolved efficiently.
Key Responsibilities- To work closely with the account manager in identifying issues, ensuring solutions and improvements are captured and driven forward within improvement plans.
- Produce Improvement plans for service improvements.
- Capture and coordinate all customer satisfaction surveys for repairs or planned works, conducting a percentage of surveys face-to-face or as otherwise directed.
- Attend client meetings as required.
- To liaise with clients monthly to report on customer satisfaction to date.
- First-line response for all completed complaint service calls/orders.
- To act as the main company representative and contact for tenants while work is carried out in the home, maximizing customer satisfaction and ensuring full communication at all times.
- Conduct site visits and carry out contract KPIs for response, voids or planned works, customer satisfaction, and health and safety, which are collated for client purposes.
- Produce contract performance reporting and develop and deliver customer care training plans.
- Report on all KPIs with improvement plans.
- Proficiency in English is essential.
- NVQ in customer service and business is desirable.
- GCSE is essential.
- Strong analytical skills to assess customer feedback and identify trends.
- Excellent communication skills, both verbal and written, with the ability to engage effectively with diverse customers.
- Experience in data entry with attention to detail is required.
- Previous experience in a customer service role is advantageous but not mandatory.
- Ability to work independently as well as part of a team in a fast-paced environment.
- A positive attitude and a willingness to learn new skills.
An attractive salary of £26,000 per year, plus benefits such as company benefits, monthly pay, and career growth opportunities. Our ideal candidate will be rewarded with a competitive remuneration package that reflects their value to our organization.
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