0344 811 8707 Scimitar House, 100 Lilac Grove, Beeston, NG91PF

Customer Liaison Officer

Job Title: Customer Liaison Officer
Department: Maintenance
Location: Beeston
Contract: Permanent
Salary: Competitive
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J Tomlinson is an established, privately-owned company with a substantial heritage and wealth of experience in delivering integrated building solutions tailored to public and private sector clients. 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

Our extensive portfolio of services includes the provision of Care, Commercial Refurbishment, Repairs and Maintenance, Engineering Services, Regeneration Programmes, Energy Efficiency and Renewables, and Facilities Management. We offer a totally integrated building solution.

Job Description


Objectives / Purpose of Role
The post holder will be responsible for handling a variety of customer enquiries over the telephone and via email and for the efficient co-ordination of designated maintenance contracts, as well as other related duties within the Customer Service Centre, ensuring the very highest levels of customer satisfaction.
Specific 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.
  • Working with a high level of integrity and confidentiality within Data Protection guidelines and to ensure that legal, statutory and any other relevant legislation and guidelines are strictly observed.
  • To support with the planning and co-ordination of the maintenance contracts, 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
  • To liaise with client’s representatives with regards to receipt, allocation and status of works orders
  • Responsible for operating computer applications, producing reports, schedules, correspondence and other information as required.
  • To be regarded as a local ‘expert’ in all Customer Service matters, offering both specialist and general advice on topics consistent with the role.
  • To display a positive, flexible and proactive approach to delivering an excellent customer service, including dealing sensitively with a diverse customer base.
  • To attend training and team meetings as directed and to ensure operational processes and procedures are adhered to in order to help contribute to the overall effectiveness of the team’s performance.
  • 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.
Competences
  • Information Analysis – Gathers, organises, and analyses diverse sources of information
  • Planning / Organising – Coordinates and directs routine activities effectively
  • Managing Conflict – Manages hostility between individuals or groups when disagreements occur
  • Service Orientation – Creates customer loyalty through courteous, timely, and helpful service
  • Following Procedures Adheres to directions, policies and/or legal guidelines
  • Stress Tolerance Handles pressure without getting upset, moody or anxious
Person Specification – Desired/Essential Criteria (D/E)
Experience & Knowledge

·         Experience of working in fast moving, pressurised environment dealing with complex levels of data and conflicting priorities (E)

·         Experience of effectively and efficiently handling a variety of customer enquiries within company performance targets, demonstrating excellent standards of customer care (E)

·         Experience of data entry, maintaining databases and spreadsheets (D)

·         Experience of working within an office environment and undertaking general administrative support (D)

·         Knowledge and experience of using Contact Centre technology/bespoke IT systems (D)

·         Proficient in the use of Microsoft applications (Word, Excel, PowerPoint) and be able to input and retrieve information (E)

·         An understanding of maintaining confidentiality of customer information within data protection guidelines and other relevant legislation.

·         Must demonstrate an awareness and understanding of equality issues and a commitment to the implementation of the Equality and Diversity Policy.

 Skills & Abilities

·         Good interpersonal skills and a proven ability to communicate effectively, including active listening and questioning. (E)

·         Ability to develop and present written and verbal information in a clear and concise manner. (E)

·         A proven ability to work to a high level of accuracy. (E)

·         Able to demonstrate skills to improve services and performance for our customers (D)

·         Demonstrate a firm but fair approach to managing customer services and relationships, whilst maintaining a professional attitude. (D)

 Qualifications

·         Possesses or willing to work towards NVQ level 2/3 in Contact Centre Operations / Customer Service or equivalent (E)

 Behaviours

·         Demonstrates self-motivation and the ability to work with minimum supervision

·         Works effectively as part of a team

·         Lives the company mission, vision and values

·         Is flexible and prepared to work according to the needs of the service

Context of the Role (e.g. single / multiple clients or sites, considerable travel, unsociable hours)
Following satisfactory completion of training and probation, the CLO will be required to complete a variety of tasks across multiple contracts and will ensure compliance to different processes set out by the department and individual contracts.

It is the responsibility of the Customer Service Centre to ensure compliance, to work with other departments and managers to ensure an effective customer journey and to ensure that we manage and where possible exceed the expectations of our customers.

Measures of Success (How will proficiency in the job be measured?)
  • Achievement of department and client specific KPI’s
  • Achievement of individual objectives
  • Demonstrate the behavioural competencies set out by the organisation.

What We Offer

In return we offer a competitive salary depending on experience and qualifications. We also offer attractive benefits that include pension, holiday purchasing scheme and life assurance.

How to Apply

To apply for this role please ensure that you fit the eligibility criteria above. Send your cv and a covering letter using 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 each one 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.

 

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