Customer Liaison Officer
Full job description
The Recruitment Bar
Salary: £26,000 per year
Customer Liaison Officer
Working as part of the Customer Support Team to deliver the highest possible standards of customer service, with the ability to follow individual brand/client requirements and directives, and service level agreements and performance targets are achieved.
Key Responsibilities:
* Act as a first level point of contact for customers, clients, repair network members, suppliers and partners
* Receive incoming calls/emails and act promptly, dealing with all enquiries or actions in a professional manner
* Process and resolve expressions of dissatisfaction within FCA guidelines and internal/external SLAs
* Ensure the accurate and detailed recording of all information utilising the company’s management systems so as to provide comprehensive audit trails
* Highlight to line manager any potential process improvements across departments and the network to reduce the level of EODs.
* Communicate with all internal departments as required for the resolution of an EOD.
* Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures.
* All Pending and In Progress EODs to be reviewed as first task each day
* To meet agreed targets
* Manage your daily workload to ensure efficiency is maintained
* The completion of duties as required from time to time by the Management Team
* Adhere to stated Company Policies and Procedures and carry out all duties in a way which is consistent with our client’s values Promote data security in and outside of the business at all times, strict adherence to DPA and information security standards
* To promote our business and that of our clients by providing exceptional and friendly service at all times
Key Skills:
* Good knowledge of Microsoft Office
* GCSE Maths and English
* Excellent telephone manner
* Able to build and maintain relationships
* Ability to work to agreed deadlines, targets and objectives
* Able to work as part of a team as well as autonomously to a high level of accuracy
* Good planning and organisational skills
* First class communication skills
* Good decision maker
* Customer focused – all parties
* Commitment to providing a first-class service to customers, suppliers and partners
Salary for this role is £26,000
Holiday is 21 days
Hours are 38.5 hrs per week between 8.00 am – 6.00 pm, including 1 in 4 Saturdays (8:30-12:30)
To apply for this job please visit definitejobs.co.uk.