Customer Feedback Coordinator - Aldershot, United Kingdom - Serco Plc

Serco Plc

Verified Company

Aldershot, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

VIVO, a 50:50 joint venture between Serco and EQUANS, has been awarded places on the Defence FM and Housing Maintenance framework contracts.

VIVO embodies both experience and innovation.

It combines Serco's comprehensive track record delivering engineering, technical and FM services to the UK MOD for over 55 years with EQUANS' market leading FM, energy, asset optimisation and regeneration capabilities.

Customer Feedback Coordinator

Location:
Aldershot

Permanent/ Full time, 40 hours per week

Salary:
Up to £28,000

Key Purpose:

The Customer Feedback Co-ordinator (CFC) is responsible for analysing incoming complaints and coordinating resolution with internal delivery managers and Pinnacle (NAMS).

In addition, the CFC will review and analyse data from the customer feedback model. The role will be the focal point for complaint data analysis and customer reporting within VIVO accommodation.

Key Accountabilities:

Be the main point of Contact for NAMS and receive complaint data on a daily basis
Analyse received complaints to determine if they are attributable to VIVO
Determine the actions required to resolve a complaint and ensure relevant work orders are in place or raised
Issue complaints to the VIVO area teams and track completion
Analyse and report on data from the Customer Feedback Model
Provide reports to VIVO management
Be first point of escalation for customer updates.
Support Pinnacle with case management to prevent formal complaints.
Customer contact centre, administration, or backoffice support roles
Frontline customer experience, speaking directly to customers
Ideally knowledge of domestic properties, repairs or maintenance
Proficient at MS Word, Outlook and Excel

Essential Skills:

Able to speak to potentially unhappy customers all day, but always be able to give them a happy and supportive experience.
Expert to apologising with empathy and warmth when things haven't gone to plan, and most importantly demonstrate confidence that we will sort things.
Problem solving and sortingout experience
Able to liaise with other colleagues and organisations and clearly get your message over, and get them to do the right things for our customer
Great at multitasking and juggling different tasks at the same time
Great attention to detail

Please note, in order to be considered for this position, you must be able to pass BPSS security clearance.

**VIVO Defence Services