Customer Service Liaison
3 weeks ago
TSR Recruitment Limited is seeking an experienced Senior Customer Care Coordinator to join their team. The successful candidate will be responsible for providing an efficient and effective customer care service, liaising with customers, contractors, site and management teams while maintaining effective working relationships.
Key Responsibilities:- Liaise with customers and sub-contractors to establish an excellent after-sales/maintenance response to all complaints/queries.
- Answer calls and emails from customers regarding their property repairs, dealing with them empathetically, professionally, and positively, ensuring their queries are answered and resolved within the agreed timescales.
- Maintain regular communications/updates with customers.
- Always follow the principles set out in the Customer Journey program.
- Ensure the Customer Journey tracker is viewed daily and upon receipt of the NHBC survey, ensure all comments and information is logged.
- All defect repairs to be logged accurately.
- Maintain accurate and concise records of all repairs, solutions, and notes/comments.
- Assist the Head of Customer Care to prepare informative and accurate reports for management meetings/director's meetings as required.
- Responsible for managing all maintenance items properties and liaising with purchasers and subcontractors.
- General administration duties for the Head of Customer Care.
- Ensure the Customer Journey protocols are achieved, in the time frame allocated.
- Comply with our GDPR policy.
- Plan and monitor the work of the customer care supervisor in advance to ensure continuation of work.
- Liaise with Site Managers, Contracts Managers, and Construction Director prior to arranging any meetings with customers for the Customer Care Manager.
TSR Recruitment Limited is an Equal Opportunities employer. All applications will be dealt with in the strictest confidence. If you feel that you have the relevant experience to be successful in this position, please apply online today attaching a copy of your current CV. Due to the vast amount of applications that we receive, it is not possible for us to contact all applicants; therefore, only suitable candidates will be contacted. If you do not hear anything back within 7 days of submitting your application, you have unfortunately not been selected.
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