KM74 - Customer Liaison Officer
Location – Cambridge
Salary – £28,000 - £30,000 Per Annum (6M FTC)
Overview:
First Military Recruitment is working in partnership with our reputable client who is seeking a Customer Liaison Officer to join their team.
The role of the CLO is key to our management of customer care. Maintaining positive relationships between the residents, sub-contractors, client representatives and the team is a vital role. CLOs increasingly work proactively in the attempts to reduce complaints, which includes a detailed analysis of work completed, to identify and address areas of concern. CLOs offer assistance and support and as a whole strive to quickly become well-known, trusted members of the communities and will where necessary add a vital point of contact throughout the works undertaken.
Duties and Responsibilities:
Responsible for leading customer engagement, attending resident meetings/forums and ensuring residents fully understand what is happening in their homes.
Reviewing and analyzing KPI performance, and working with the Account/Project Manager to ensure continuous improvement within the contract(s) or project.
To be responsible for investigation, resolution and reporting of all works and customer related complaints onto complaints database.
Produce trend analysis in regard to highlighting areas for Improvement.
Capture and coordinate all the customer satisfaction surveys for works completed carrying out a percentage of surveys face to face/by telephone call or as otherwise directed by the account/project manager.
Attend any client meetings as required.
To liaise with client monthly or where needed daily to report on customer satisfaction.
First line response for residents/customers and clients.
Complete and report KPI’s for response, detailing measurement and analysis.
To develop and deliver customer care training plans.
Visit residents in their homes as required.
Manage all resident contact information.
Proactively develop and manage client relationships.
Any other duties requested by Head of Contracts.
Skills, Experience and Qualifications:
Essential:
Experience of working within Customer Care
Full UK Driving Licence.
Good standard of written and verbal English.
Good standard of mathematics.
Knowledge of IT Systems and experience of working with computerised systems.
Proactive attitude towards development of customer excellence.
Desirable:
NVQ Level 3 in Customer Service or equivalent.
First Aid at Work (1-Day) training achievement.
Experience or Knowledge of the Social Housing Market.
Experience of working in partnership with a Local Authority Client.
Minimum 8 GCSE’s or equivalent, Grades A – C (inc English & Maths).
In return our client offers:
Competitive Salary.
Pension.
25 days annual + 8 bank holidays.
Employee Assistance Programme