Customer Service Representative

1 week ago

Remote, United Kingdom NLP Limited TA National Laundry Group Full time £40,000 - £50,000 per year

The National Laundry Group comprises of 32 independently owned laundries. At group level we complete tenders and negotiate contracts for multi-sited hotel groups and private healthcare companies.

Our members currently participate in some £36 millon pounds worth of such contracts.

We are also a member led business, and we see our role in addition to gaining revenue as a networking organisation who assist our members in such area as environmental impact, machinery purchase and general business guidance.

This is a new position reporting to the Chief Executive and designed to strengthen links between the National Laundry Group (NLG), its Member Laundries and customers.

It is anticipated that the role may give the successful applicant the opportunity to play a more significant role in the Group during future developments.

Principle Accountabilities

  1. Liaising with Member Laundries on a preplanned basis to ensure.

a. Laundries are complying with the rules set out in the membership standards and to give guidance by discussing best practice in respect of service delivery.

b. Discussing stocktakes results with laundries and resulting actions and ensuring that such actions to be taken are confirmed in writing.

c. Liaising and contributing to the NLG team embracing marketing. accounts and administration.

  1. Resolving Customer complaints.

a. Discussing complaints with customers and laundries to fully understand the issues involved.

b. Liaising with the servicing laundry to ensure a quick resolution of such issues to the complete satisfaction of the customer.

c. Confirming actions to be taken in writing to all parties.

d. Following up to ensure that the actions taken have resolved the issues.

  1. The NLG have an escalation process in the event that any service issue cannot be resolved between the customer and the laundry the successful candidate would be the first stage of this process before involving the Chief Executive.

  2. Attending meetings with The Chief Executive with group buyers either in person or via video link.

  3. Reporting monthly on all activity involved in during the period.

  4. To represent the NLG in a way that enhances our reputation in the marketplace and the way we conduct our business.

Although not necessary, experience within the hospitality linen market would be an advantage.

The successful candidate would be home based, but the job will entail a degree of travelling.

All necessary equipment, phone and laptop will be supplied.

Confident communication and organisational skills with excellent literacy and numeracy attention to detail and confident with Microsoft 365.

Job Type: Full-time

Pay: £45,000.00-£50,000.00 per year

Benefits:

  • Work from home

Work Location: Remote

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