Customer Escalation Coorinator

Job: Customer Service officer
Location: West Byfleet, KT14
Salary: £25k per annum
Perm / full time office based
The Customer Escalation Co-ordinator is responsible for the resolution of escalated complaints and queries.
These queries may be at complaint level and require additional attention. They may also be from feedback on our social media channels or reported via our partners. We also encourage our operatives to report concerns through to us where they feel there is a potential failure or dissatisfaction that has the potential to escalate.

Responsibilities:

• Contact all escalated queries within 2 hours
• Act as point of contact for the family
• Advocate for the family, ensuring we secure the best possible outcome
• Liaise with service partners and ensure a positive working relationship
• Keep a thorough log of all actions taken, outcomes and trend
• Liaise with area teams to ensure swift progression of works

Experience

• Customer contact centre, administration
• Complaints management
• Front-line customer experience, speaking directly to customers
• Ideally knowledge of domestic properties, repairs, or maintenance
• Proficient at MS Word, Outlook, teams and Excel essential

If you are interested in this role, please apply or call Leah Seber at Build Recruitment for more information

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.