Customer Complaints / Customer Liaison Co-Ordinator Telford Full Time £10.42-£12.00 per hour
Our client opened in 2005. They are a family-run business that works under a franchise for Dyno-Plumbing & Heating, which is owned by British Gas.
Through their team of 26 qualified Plumbers with a minimum of NVQ Level 2, they offer all plumbing work from a leaking stop tap to full bathroom installation, as well as upgrading hot water systems to an unvented.
Please note- hours of work are 45 hours per week, 7:30 am to 17:00 per day. Adjustments can be made for the successful candidate.
The starting salary will be minimum wage and upon completion of 3 month probation, there will be a rise to £12.00 per hour.
Are you the right person for the job?
- Proficient in relevant computer applications
- Experience in customer service principles and practices
- Knowledge of telephony and technology
- Proficient in CRM
- Having excellent communication skills
- Being confident
- Having a clear telephone voice
- Being able to work independently
- Being flexible and adaptable
- Having teamwork skills
- Being able to deal with all types of people
- Good listening skills
- Ability to adapt to changing situations
- stress tolerance
- Need to be computer-literate
- Reliable
What will your role look like?
General
- Manage own workload and work unsupervised
- Ensure effective self-management and organisation to meet targets
- Operate within the company s policies and procedures
- Perform basic administrative work, including data entry
- Manage the workload of Engineers
- Manage engineer holiday requests, absence, and overtime sheets as required
- Deputise for colleagues, as necessary
- Participate in personal training and development activities to meet company requirements
Customer Liaison/Dispatch
- Answer incoming calls and determine what priority the call should be given
- Resolve calls calmly and professionally, including answering questions and giving
- advice where appropriate
- Provide excellent customer service
- Demonstrate a strong working knowledge of the product/work undertaken, engineer abilities, and job scheduling
- Keep detailed records of call information, relevant location, and engineer dispatched
- Use computer systems to manage dispatch schedules and record call details
- Plan and organize engineer work by creating effective schedules using knowledge of driving routes geography and traffic patterns
What can you expect in return?
- Company Pension Scheme
- Holiday pay
- 29 days holiday
What s next? It s easy! Click APPLY now! We can t wait to hear from you!
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