Address
Form of work
SalaryPosition: Customer Service Admin
Salary: £24k to £26k per annum
Location : Slough
Perm / Full time office based
The position collaborates with our key stakeholders on the strategic direction of our customer experience, ensuring that the current and future needs of internal and external customers are met.This position is a key strategic role in the company, helping to maintain and improve our customer experience and to help build a brand of trust, honesty, and transparency.
The role will focus on supporting the Customer Service Office to deliver four key elements to include:
1. Complaint management and resolution,
2. Root cause analysis & preventative actions, to reduce complaints and to prevent the reoccurrence of complaints and improve performance.
3. Monthly review and oversight of customer satisfaction information, to help drive a culture of continuous improvement.
4. Compliment tracking and monitoring, ensuring that employees are recognized via our above and beyond scheme.
CORE RESPONSIBILITIES
• Ensure we comply with complaints procedure within group and wider policy of clients.
• Maintaining / updating CRM system with full details, including notes and emails at all times.
• Communicate with the Customer to fully understand their concerns and confirm next steps. Keeping them updated on progress.
• Carrying out full investigations, collaborating with the Operational Team to identify any service failures, pulling together timeline and outcome of works, in order to identify required actions to rectify failures.
• Allocating repairs to DLO / Sub contractors, ensuring jobs are locked on the system to ensure they aren’t moved.
• Diarising repairs into outlook calendar and cc. in relevant manager in order to monitor repairs to conclusion.
• Monitoring of complaints to resolution.
• Drafting of response findings and actions addressing all issues raised by the Customer.
• Entering Compliments on our CRM system and forwarding to relevant Line Manager
If you are interested in the position and have experience in a similar sector, please apply today with your CV or call Leah Seber at build recruitment
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.
