Customer Liaison Officer - London, United Kingdom - REGEN SOLUTIONS (U.K) LTD

REGEN SOLUTIONS (U.K) LTD
REGEN SOLUTIONS (U.K) LTD
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
**Customer Liaison Officer
Maintenance Contractor
Full time, Permanent
South East London
Hybrid working
£23,000 - £25,000**
Main Purpose of Role -

  • Deal with queries from customers, liaising with internal and external teams as required to ensure early resolution and excellent customer service.
  • Work in collaboration with internal teams to reduce complaints, ensure efficiency and continuously improve the standard of service delivered to all customers.

Outputs and Accountabilities -

  • Receive, resolve, and process inbound complaints, from multiple channels (including web and social media) for the Property Maintenance London (PML) area of the business.
  • Support customers in diagnosing repairs.
  • Manage information relating to cases within information systems to ensure that cases are responded to and closed in a consistent and timely way and ensuring data integrity.
  • Undertake general administrative duties to support the service as required.
  • Meet all agreed SLAs and KPIs or other service specific performance targets.
  • Investigate complaints and ensure that repairs are booked and managed to ensure early resolution.
  • Book repair appointments with customers liaising with internal teams on appointment scheduling and case management.
  • Build sustainable relationships with key stakeholders both internal teams, customers, and contractors.
  • Provide a customer focused front line service on behalf of the Property Services Team with the aim of exceeding expectations and increasing customer satisfaction.
  • Demonstrate proficient use of MS Office packages including Excel, Word and PowerPoint and specifically the CRM (Customer Relationship Management) systems to manage, maintain utilise relevant customer information in an accurate and efficient manner.

Requirements -

  • Excellent customer service skills
  • Excellent Admin and IT knowledge
  • Experience within housing and repairs
**Customer Liaison Officer
Maintenance Contractor
Full time, Permanent
South East London
Hybrid working
£23,000 - £25,000
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