JC127 - Client Liaison Officer
Location – Attending various sites in London
Salary – £Competitive
Overview:
First Military Recruitment is working in partnership with our reputable client who is seeking a Client Liaison Officer to join their team.
The role of the Client Liaison Officer is a vital one for many residents/tenants as the successful candidate will be the point of contact for my client. Maintaining positive relationships between the residents, sub-contractors, client representatives and my client's team. You will also be reviewing and analysing KPI performance, whilst working with the Account Manager to ensure continuous improvement within the contract(s).
My client is a property maintenance, installation, organisation, which specialises in servicing of gas central heating and hot water services to private, commercial landlords and industrial property owners of all kind.
Duties and Responsibilities:
- To be responsible for arranging appointments with tenants and residents for carrying out surveys and executing the works.
- Preparing and gaining approval for newsletters and appointment letters by the client and letter dropping as required.
- Maintain a database of all appointments made and their outcome.
- To be responsible for investigation, resolution and reporting of all works and customer related complaints onto complaints database.
- Capture and coordinate all of the customer satisfaction surveys as required by the contract.
- Attend any client meetings as required.
- To act as main representative and contact for tenants whilst work is carried out in the home, maximizing customer satisfaction and ensuring full communication at all times.
- Conduct site visits.
- Work on 1 or more contracts.
- Manage all resident contact information and any caution alerts, including updating IT systems.
- Able to problem solve and deal with issues and complaints through to satisfactory resolution.
- Ensure both the resident and their home are treated with respect and consistency with our Code of Conduct.
Skills, Experience and Qualifications:
Essential:
- Experience of working within Customer Care.
- A good standard of English (written & verbal), letter writing skills, including use of Word and Excel, and a good standard of mathematics.
- Self-motivated and willingness to work on own initiative.
- Proactive attitude towards development of customer excellence.
- Knowledge of IT Systems and experience of working with computerized systems.
- Willingness to develop self and others.
- Ability to be innovative.
Desirable:
- Minimum 8 GCSE's or equivalent, Grades A – C (inc English & Maths).
- NVQ Level 3 in Customer Service or equivalent.
- Fire Warden training achievement.
- First Aid at Work training achievement.
- Experience or Knowledge of the Social Housing Market.
- Experience of working in partnership with a Local Authority Client.
In return our client offers:
- Competitive Salary.
- Pension.
- 25 days annual + 8 bank holidays.
- Employee Assistance Programme.