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A great opportunity has become available for a reliable and skilled Customer Relations Officer to join a dynamic regional company recognised for developing and training its staff to succeed in their roles. Based in Portsmouth, you will join them on a full-time, permanent basis, and in return, you will receive a competitive salary of £27,300 per annum and excellent benefits. Our client is an expanding construction and maintenance company specialising in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England. With a focus on delivering exceptional service to their clients and customers, the Customer Relations Officer position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace. Company values Our client take pride in everything they do - Which means they expect all their employees to: Present a professional appearance at all times Keep your work area safe, tidy and well organised Deliver a high standard of work at all times Our client have Integrity, built-in Company Benefits: 31 days annual leave rising to 36 days with length of service (including bank holidays) A flexible scheme to buy or sell up to 5 days of annual leave per year Company sick pay after 12 months length of service Life Assurance Octopus Electric Dreams Car Scheme to enable staff to drive a new electric car - paid for through salary sacrifice Cycle to Work Scheme Discounted Gym Membership Employee recognition scheme Length of Service Rewards Defined contribution Pension Scheme of 8% (3% Employer and 5% Employee) Employee Assistance Programme to support all staff Refer a Friend scheme About the role: As the Customer Relations Officer, you will be working in a call centre environment responsible for the management of the Compliments, Complaints, Customer Portal, Customers Satisfaction and Customer Texting Service process and procedures. Ensuring this is managed effectively and efficiently, you must be focused on delivering customer service excellence to ensure the right outcomes are achieved. Key responsibilities as the Customer Relations Officer will include: Managing the end-to-end process for all information received maintaining the Compliments and Complaints register and customer portals Recording accurate, and valuable information directly into the Compliments and Complaints Register, our Job Management Systems, and Client Databases Ensuring Compliments and Complaints are being dealt with in a timely manner Providing customer service excellence for all internal and external customers Ensuring Complaints and Compliments are addressed by following our Integrated Management System processes and procedures, highlighting, and escalating when this does not happen to ensure its not repeated Working closely with the Repairs Management Teams to identify the root cause of a complaint and ensure the corrective action is undertaken to resolve the complaint in a timely manner for the Customer Ensuring you manage customer satisfaction feedback from the portal to identify issues to resolve immediately and trends to be addressed for continual improvement Working with Repairs Management Teams to learn lessons and prevent similar complaints in the future Using data and measures to monitor performance of Complaints and Compliments that identify areas for improvement Ensuring you have an understanding of the service delivery model and our clients purpose "Right Work at the Right Time" Assisting with any other administrative activities that are required to support the team, to effectively manage the service What the company are looking for in their Customer Relations Officer: Knowledge of building maintenance activities and the causes of complaints received (Desirable) GCSE or equivalent grade C or above in Math and English Customer Service qualification (Desirable) Minimum of 2 years Customer Service Experience Have previous complaint or dispute handling and investigation experience Be very comfortable to operate in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude Possess good interpersonal skills and ability to communicate at all levels in a professional manner Able to communicate with the workforce and be able to remain professional even when issues are contentious Have an empathetic, patient and positive attitude A confident and professional telephone manner Have good intermediate computer skills in all MS Office applications and be very comfortable with using MS Excel to manage registers and manipulate data IT literate and able to learn quickly to be comfortable in using the Company and Client job management systems Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste If you feel you have the skills and experience to become our clients Customer Relations Officer then please click "apply" now - We'd love to hear from you! The company is an Equal Opportunities employer and a member of the Disability Confident Scheme. They are also a member of the Hampshire Construction Training Association.
Job Title: H.R Employee Relations Case Handler Salary: £28,000 Office: Hybrid working, 3 days office Hours: Full Time Start Date: ASAP - Must be available to start within 1 - 2 weeks About the Role Working within the H.R Department supporting the E.R Team. The Employee Relations Consultant will provide day-to-day support on a variety of employee relations issues, working experience of case management is also preferable for recording case management activities. Employee Relations Consultant will manage employee relations issues for managers and employees and assist the ER / HR Management Team. Working on multiple cases at one time. Responsibilities Provide commercially focused operational ER support to the business. Consult with Managers and Employees to provide guidance on employee relations and to facilitate the resolution of issues consistent with policies and practices. Be the first point of contact for HR policy/ER advice queries and to facilitate early resolution of ER issues. Handles performance, disciplinary, grievance and termination issues for managers. Supporting to resolve issues as informally as possible or ensuring that the formal processes are carried out in line with HR Policy and procedure. Following the appropriate case escalation and notification guidelines based on the subject matters. Accurately record all ER related case work on the Employee Relations system and escalate complex ER issues to the Employee Relations Manager for advice, support, and guidance Ensure all documentation and full employee consultation is followed and in line with company policies. Handles all sickness, absence cases, review meetings and capability reviews. Resolves problems researching questions and exploring answers and alternative solutions, and consulting with others, as needed, prior to recommending appropriate actions. Able to handle emergency situations according to company policies & procedures. Provide support and guidance to the management team. Requirements CIPD Qualified or qualified by experience within a similar position. Prior experience in a similar level role Handling high volume and complex ER cases Proven experience as an Employee Relations Manager Understanding of UK employment laws and regulations Strong interpersonal and communication skills, with the ability to build trust and rapport at all levels of the organisation Excellent problem-solving and conflict resolution abilities Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: gb/en/privacy-notice Security alert: scammers are currently targeting jobseekers. Robert Half do not ask candidates for a fee or request candidates to send applications through instant messaging services such as WhatsApp or Telegram. Learn how to protect yourself by visiting our website: gb/en/how-spot-recruitment-scams-and-protect-yourself