Service Care Solutions Ltd

Customer Liaison Officer

Job Title: Customer Liaison Officer


Locations: Ealing (W5 5TL)


Contract Type: Temp - Ongoing


Work Pattern: 35 hours per week


Start Date: Asap



Service Care Solutions are seeking a Customer Liaison Officer to join our clients team in Ealing.

You will be responsible for delivering high quality customer service to residents who require repairs on properties.


Job Role -



  • To manage inquiries regarding repairs, ensuring the achievement of a satisfactory resolution and escalating when necessary.

  • Accountable for promptly addressing external and internal customer queries, overseeing the team mailbox, and coordinating with all relevant teams, third-party providers as needed, via phone or email.

  • To serve as the initial point of contact for the customer concerning their query, taking ownership to resolve and investigate any matters related to their repair, and proactively providing updates as required.

  • To assess cases received on the dashboard and determine if an Inspection is necessary.

    Schedule required inspections with the relevant surveyor.

  • Ensure that IT systems are consistently updated, and manual record systems are maintained to facilitate accurate reporting and customer management.

  • Engage with diverse tenants requiring additional support and refer them to appropriate internal and external support services.



Suitable Candidates experience: -



  • Experience on working within a customer focused role.

  • Experience of responding, handling and resolving challenging customer queries.

  • Experience in customer service soft skills including empathy and taking ownership.

  • Experience within Repairs/Scheduling


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 Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk




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