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Stanmore Quality Surfacing Ltd (SQS Ltd) is a family firm that has grown into a leading reinstatement, surfacing and engineering solutions provider in London, the Home Counties and the South East. With a nearly 30-year track record in providing high quality reinstatement and highways maintenance services, SQS continues to be at the forefront of quality, innovation and performance in the industry.
We are now looking for a Customer Care Advisorto join the Customer Care Team to support our Gas Contract.
Overall purpose of the job:
To provide efficient and effective support to the Customer Care Team, to manage an excellent working relationship with new and existing customers across the business and to ensure any concerns and/or enquiries are dealt with in a professional and timely manner.
Key Responsibilities:
- Being first point of contact for customer queries, issues and commendations.
- Responding to and resolving customer issues as quickly and efficiently as possible, in line with SQS 2h/24h response solution policy.
- Customer Care tab to be kept up to date in Ontrack.
- Acknowledge & share any customer commendations received internally and externally.
- Maintaining Relationships with our Client via telephone, email, systems and meetings.
- Sending Daily and Monthly Customer Performance Reports to our Clients inclusive of customer appointments.
- Measuring & managing calling card delivery compliance as and when required.
- Create, review and share contract specific customer contact analysis’ and lessons learnt reports on a weekly basis.
- Attend or call in to internal meetings to share lessons learnt reports and drive customer performance on a weekly basis.
- Initiate and carry out Own Goals as and when required, ensuring the Own Goal Database is updated.
- Review and edit where necessary Customer Service Training & Presentations.
- If required attend Client Customer Service Training to align with our own training & share across the company.
