Service Care Solutions Ltd
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Customer Relations Officer

Job Title: Customer Relations Officer
Work Location: - Billericay, Essex, CM12
Contract Type: 12 Month FTC
Weekly Hours: 37 Hours per week
Salary: £24,500 - £26,500

Responsible for ensuring the first point of contact from our customers is dealt with efficiently and effectively.

Building positive relations with our customers by ensuring their feedback is dealt with appropriately and within our published service standards.

Providing excellent customer service by championing our customers across the organisation, being proactive and providing consistent communication to both internal and external customers.

Managing customer expectations in the handling and resolution of complaints.

Key responsibilities

  • To provide first point of contact to customers via reception, telephone and digitally, including email, live chat and the customer portal.

  • To process customer feedback including, complaints, compliments and members' enquiries.

    Ensuring they are recorded, acknowledged and allocated within agreed timescales and monitored appropriately.

  • To provide a central point of contact for residents and staff with any query on the complaints procedures as well as progress on individual complaints.

    Providing advice and assistance as required, and where possible, resolution without the need for escalation.

  • Receive and make telephone calls to customers to clarify the exact nature of their problem or request and deal with appropriately and with empathy.

  • Liaise with residents and managers to bring about the speedy resolution to their queries.

  • Provide full administration of routine customer feedback including carrying out telephone transactional surveys and monitoring of associated action plans and spreadsheets.

  • Research and integrate good practice with customer service areas.

  • Update, maintain and review files and prepare papers as required.

  • Carry out such other duties as may reasonably be required from time to time.

Essential Criteria

  • You will have experience of working in a similar role ideally within a housing environment.

  • Written and verbal communication that is clear, concise, comprehensive and accurate.

  • Able to take ownership and deliver excellent customer service in a professional and confident manner

  • Strong organisational skills with the ability to prioritise work, maintaining high standards and ensuring accuracy.

  • Highly motivated, performance driven with initiative to assess situations and make decisions quickly and effectively.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to

  • Start: ASAP
  • Duration: 12 Month
  • Rate: £24500.00 - £26500.00 per annum
  • Location: Billericay, England
  • Type: Contract
  • Industry: Customer_services
  • Recruiter: Service Care Solutions Ltd
  • Contact: Lewis Hodson
  • Tel: 01772 208966
  • Fax: 01772 471473
  • Email: to view click here
  • Posted: 2022-10-04 08:57:01 -

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