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To establish a customer frontline for repair services, environmental administration, and sports bookings, dedicated to achieving optimal outcomes for customers, the team, and the organisation. This role plays a pivotal part in influencing performance to ensure a consistent and positive customer experience daily by fostering a culture of transparency, ownership, and accountability while driving performance.
This role is initially on a temporary basis but could become permanent for the right person
- Customer Service:
- Provide a customer-focused and efficient service.
- Adhere to client responsibility guidelines for repairs and document rechargeable repairs, notifying clients accordingly.
- Process sports bookings accurately, ensuring clear communication with clients and internal departments for a seamless game day experience.
- Address complaints promptly to resolve issues at the first point of contact, preventing escalation.
- Teamwork and Continuous Improvement:
- Foster productive relationships with clients, colleagues, and stakeholders.
- Identify and articulate issues effectively to ensure service continuity and consistency in output.
- Develop and produce business reports that demonstrate key trends and highlight areas for improvement.
- Right First Time:
- Oversee the service of the Diagnostic Team, environmental administration, and sports bookings to ensure all calls are managed accurately and professionally, meeting KPIs and maintaining high levels of customer satisfaction.
- Evaluate team dynamics and develop training programs accordingly.
- Customer Enquiries:
- Assume responsibility for addressing customer inquiries through various channels, including email and phone, showcasing exemplary communication skills and delivering exceptional customer service from the initial point of contact.
- Manage and review customer inquiries and information across all services efficiently.
- Take ownership of repair inquiries and escalations, ensuring timely updates to clients or residents.
- Adhere to established compliance standards, data protection principles, and safeguarding policies, ensuring sensitive and confidential data is held securely.
- Team and Performance Management:
- Deliver daily support while highlighting current work priorities and providing frontline assistance.
- Assist the team in addressing queries and managing escalated issues by following established processes with a customer-focused mindset.
- Foster a culture of continuous improvement by embodying our values, measuring performance, and providing coaching.
- Implement motivational performance initiatives that effectively guide the team, ensuring they meet their assigned KPIs and follow their personal development plans.
- Ensure client-driven KPIs are met through proactive management of potential risks.
- Collaborate with internal colleagues, partners, stakeholders, and clients to create the best possible experience for our tenants.
- Carry out necessary administrative tasks as needed.
- Encourage an innovative approach aimed at developing operational processes that enhance services, boost customer satisfaction, and enrich the overall experience.
- Conduct monthly one-on-one meetings and team discussions to assess performance and identify training requirements.
For more information about the client or the role please do call the Norwich office of Reed and ask for Andrea Makings or Maxine Ettridge
