Customer Liaison Assistant
1 week ago
The Role
Are you a customer-focused individual with excellent administration skills?
Do you have experience in complaint handling within a customer service environment?
If the answer is yes, then this role could be the perfect opportunity for you
This is an exciting opportunity for a customer service-driven individual who will be responsible for daily liaison with our customers over the phone, answering queries, troubleshooting, and offering solutions, whilst providing the fantastic service that our clients have come to expect.
This is a 12-month fixed-term contract opportunity.
Key Duties and Requirements
You will be responsible for:
- Ensuring all calls and emails received into the department are managed appropriately and issues are logged onto our ERP system, COINS.
- Taking ownership of queries, resolving non-complex issues yourself and escalating more complex issues to your Head of Customer Service.
- Liaising between Site Management teams, Customer Care Technicians, and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with the company's stated Service Level Agreements.
- Maintaining reasonable timescales for customers for any remediation works and ensuring that customers are kept informed throughout any process taking place in their home.
- Providing administrative support to the Customer Service Department.
- Checking invoices and forwarding for payment.
- Preparing, collating, and providing defect reports.
Who are we looking for?
To be successful in this role, you will possess strong administration skills, along with the knowledge and application of Microsoft Office, including Word and Excel, alongside the ability to think logically, have a creative 'can-do' approach to troubleshooting, and the ability to work well under pressure.
You will also need to be highly organised and possess the following:
- Ability to work under your own initiative and manage time effectively, especially in a fast-paced customer service environment.
- Experience of working within a complaint's environment previously with a key focus on customer experience.
- Flexible and adaptable to changing requirements.
- Good verbal and written communication.
- A basic understanding of Customer Service.
- Numerical and Literacy skills.
If this sounds like you, we would love to hear from you
*Benefits are subject to terms and conditions for fixed-term contract employees.
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