KM74 - Customer Liaison Officer
Location – Cambridge
Salary – £28,000 - £30,000 Per Annum (6M FTC)
Overview:
First Military Recruitment is working in partnership with our reputable client who is seeking a Customer Liaison Officer to join their team.
The role of the CLO is key to our management of customer care. Maintaining positive relationships between the residents, sub-contractors, client representatives and the team is a vital role. CLOs increasingly work proactively in the attempts to reduce complaints, which includes a detailed analysis of work completed, to identify and address areas of concern. CLOs offer assistance and support and as a whole strive to quickly become well-known, trusted members of the communities and will where necessary add a vital point of contact throughout the works undertaken.
Duties and Responsibilities:
- Responsible for leading customer engagement, attending resident meetings/forums and ensuring residents fully understand what is happening in their homes.
- Reviewing and analyzing KPI performance, and working with the Account/Project Manager to ensure continuous improvement within the contract(s) or project.
- To be responsible for investigation, resolution and reporting of all works and customer related complaints onto complaints database.
- Produce trend analysis in regard to highlighting areas for Improvement.
- Capture and coordinate all the customer satisfaction surveys for works completed carrying out a percentage of surveys face to face/by telephone call or as otherwise directed by the account/project manager.
- Attend any client meetings as required.
- To liaise with client monthly or where needed daily to report on customer satisfaction.
- First line response for residents/customers and clients.
- Complete and report KPI’s for response, detailing measurement and analysis.
- To develop and deliver customer care training plans.
- Visit residents in their homes as required.
- Manage all resident contact information.
- Proactively develop and manage client relationships.
- Any other duties requested by Head of Contracts.
Skills, Experience and Qualifications:
Essential:
- Experience of working within Customer Care
- Full UK Driving Licence.
- Good standard of written and verbal English.
- Good standard of mathematics.
- Knowledge of IT Systems and experience of working with computerised systems.
- Proactive attitude towards development of customer excellence.
Desirable:
- NVQ Level 3 in Customer Service or equivalent.
- First Aid at Work (1-Day) training achievement.
- Experience or Knowledge of the Social Housing Market.
- Experience of working in partnership with a Local Authority Client.
- Minimum 8 GCSE’s or equivalent, Grades A – C (inc English & Maths).
In return our client offers:
- Competitive Salary.
- Pension.
- 25 days annual + 8 bank holidays.
- Employee Assistance Programme.
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