Customer Liaison Officer

Permanent
Posted 1 week ago
Inspire Resourcing Ltd are looking for an excellent customer focused individual to join an expanding organisation.  Due to continued growth and excellent reputation in the Facilities Management sector our client is seeking a Customer Liaison Officer for their Wakefield office. Customer Liaison Officer   Base Location: Wakefield 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 time sheets in accordance with the company procedures
  • To liaise with clients 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 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 teams performance.
  • To support across various Operational Departments as requested by the Customer Service Manager or Team Leader.
  • Other duties which are broadly consistent with the job description and level of the post.
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 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

Job Features

Job CategoryOffice

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