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Stanmore Quality Surfacing Ltd
,
London, Greater London
Customer Care Advisor
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Job Type: Full-time |
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Salary: £21,000 per annum |
Overview
Due to ever increasing works throughout London and the South East and our successful award of the Thames Water Contract we are now looking for a Customer Care Advisor to support the team. Overall purpose of the Customer Care Advisor job: To provide efficient and effective administration support to the Customer Care Team, to manage an excellent working relationship with new and existing customers across the business and to ensure any concerns and/or enquiries are dealt with in a professional and timely manner. Primary Customer Care Responsibilities of Customer Care Advisor: Answering and directing where necessary all incoming calls to the customer care switchboard in a professional and friendly manner, in line with MORAs telephone handling guidance Being first point of contact for customer queries, issues and commendations. Responding to and resolving customer issues as quickly and efficiently as possible, in line with SQS 2h/24h response solution policy Customer Care tab to be kept up to date in Ontrack Acknowledge & share any customer commendations received internally and externally Maintaining Relationships with our Client via telephone, email, systems and meetings Sending Daily and Monthly Customer Performance Reports to our Clients inclusive of customer appointments Participate in daily conference calls with client. Measuring & managing calling card delivery compliance as and when required Create, review and share contract specific customer contact analysis and lessons learnt reports on a weekly basis Attend or call in to internal meetings to share lessons learnt reports and drive customer performance on a weekly basis Initiate and carry out Own Goals as and when required, ensuring the Own Goal Database is updated. Review and edit where necessary Customer Service Training & Presentations. Support Training internally, and externally on using the Customer Care Ontrack tool where required. If required attend Client Customer Service Training to align with our own training & share across the company. Secondary Customer Care Responsibilities of the role: Record and distribute incoming post to the relevant departments Record and send outgoing post Regularly update SQS Intranet, Website & Social Media Platforms Regularly update Ontrack Intranet, Website/ Blog & Social Media Platforms Participate in, and co-ordinate any projects that may be used to create website or social media stories Organise charity days/ events internally and externally, as and when required Support SQS/ Ontrack at exhibitions