Customer Liaison Officer – Beeston

Job Title: Customer Liaison Officer
Department: Maintenance
Location: Beeston Head Office
Contract: Permanent
Salary: £comp
Application Deadline: 28/02/2019
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J Tomlinson is a family-owned business and began as an electrical contracting business in the 1950s. The company has grown and expanded considerably over the past 60 years, and are experts in delivering integrated building solutions, from design and build through to refurbishment and repair.
We were recently named Company of the Year at the 2017 Nottingham Post Business Awards as a testament to our success and social values, and believe heavily in placing our people, customers, and the communities we work within the heart of everything we do.
Due to our continued success and on-going commitment to providing a world-class service to our customers, we are looking to recruit a Customer Liaison Officer.

Job Description


   
The Opportunity
An excellent opportunity has arisen in our Facilities Management division for Customer Liaison Officers to join our customer service team at our Head Office in Beeston.
We’re looking for enthusiastic, customer focused individuals to join our Customer Service Team. The successful candidates will be responsible for handling a variety of customer enquiries over the telephone and via email as well as supporting the efficient co-ordination of maintenance contracts.
These are permanent positions at 40 hours per week. Our standard office hours are currently 8am-5pm.
   
Core Responsibilities
• To effectively and efficiently handle a large volume and variety of customer enquiries within company performance targets and while demonstrating excellent standards of customer care.
• To support with the planning and co-ordination of repairs appointments / programmed works, ensuring all servicing is planned economically and cost effectively in line with the Company’s contractual obligations.
• To support with allocation of works, ensuring the correctly qualified and experienced operatives attend the relevant planned and reactive calls, paying particular attention to Gas Safety
• To liaise effectively with internal and external customers to arrange satisfactory appointments and to ensure completion of works in a timely manner.
• To proactively contact customers to improve first time access
• To support in the processing of forms, raising of purchase orders for materials and sub-contractors and completion of daily timesheets in accordance with the company procedures
• Responsible for operating computer applications, producing reports, schedules, correspondence and other information as required.
• To display a positive, flexible and proactive approach to delivering an excellent customer service, including dealing sensitively with a diverse customer base.
• To support across various Operational Departments as requested by the Customer Service Manager or Team Leader.
• To support the Team Plan, Company mission and vision and live the company values as well as supporting the successful implementation of the Customer Service Strategy.
• Other duties which are broadly consistent with the job description and level of the post.
  
The Candidate
The ideal candidate will be customer focused and have experience of working within a fast paced, pressurised environment in a similar role. They will have experience in effectively and efficiently handling a large variety of customer enquiries and working to KPI’s.
A good knowledge of gas maintenance and experience in diagnosing and logging repairs is desirable but not essential.
The candidate will be proficient in the use of Microsoft applications and bespoke IT systems and will demonstrate their ability to work well as part of a team.
An NVQ level 2/3 in Customer Service/Contact Centre Operations is advantageous.
    
Abilities:
Good interpersonal skills and a proven ability to communicate effectively.
Ability to develop and present written and verbal information in a clear and concise manner
A proven ability to work to a high level of accuracy
    
What We Offer
In return we offer a competitive and attractive benefits that include pension and life assurance, along with 25 days holiday per annum.
   
How to Apply
To apply for this role please ensure that you fit the eligibility criteria above. Send your cv and a covering letter to the form below. We look forward to hearing from you.
Due to a high volume of applications we receive we regret that we cannot respond to everyone and may only contact you if your application is successful.
J Tomlinson is proud to be recognised as a Disability Confident Committed employer. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

J Tomlinson is proud to be recognised as a Disability Confident Committed employer. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.

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