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We are seeking a dedicated and enthusiastic Customer Liaison Officer to join our dynamic team. 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. The ideal candidate will possess strong communication skills, a knack for problem-solving, and the ability to analyze customer feedback to enhance service delivery.
Benefit
- 26,000 Basic Salary per year
- Company benefits
- Monthly pay
- Career growth
Duties
- To work 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 of the customer satisfaction surveys for repairs or planned works carrying out a percentage of surveys face to face or as otherwise directed.
- Attend any client meetings as required.
- To liaise with client monthly to report on customer satisfaction to date.
- 1st line response for all completed complaint service calls/orders.
- To act as main company's representative and contact for tenants whilst work is carried out in the home, maximizing customer satisfaction and ensuring full communication at all times.
- Conduct site visits and to carry out contract KPIs for response, voids or planned works, customer satisfaction and health and safety, which are collated for clients purpose.
- Produce contract performance reporting and to develop and deliver customer care training plans.
- Report on all KPIs with improvement plans.
Requirements
- Proficiency in English is essential
- NVQ in customer service and Business is desirable
- GSCE 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.
Join us in delivering outstanding service that makes a difference!
