At a Glance
- Tasks: Manage customer complaints and ensure exceptional service delivery.
- Company: Join the world’s largest home service company with a strong reputation.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Opportunity for growth in a dynamic and collaborative workplace.
- Why this job: Make a real difference by enhancing customer satisfaction and resolving issues.
- Qualifications: Experience in customer service and complaint resolution is essential.
The predicted salary is between 27000 - 33000 £ per year.
Purpose of the Role
As a Senior Customer Service Advisor, you will play a pivotal role in protecting and enhancing Pimlico Plumbers’ reputation by delivering exceptional customer service and overseeing the effective resolution of customer complaints.
As the primary point of contact for customer complaints and escalated customer issues, you will be responsible for managing complaints professionally and efficiently, while maintaining the highest standards of customer service.
You will take ownership of the complaints process from initial contact through to resolution, ensuring positive customer outcomes and a seamless after-sales support experience.
In addition to complaint handling, you will act as a senior member of the Customer Service team, providing guidance and support to colleagues, assisting with escalations, analysing customer feedback and complaint trends, and contributing to continuous improvement initiatives that enhance customer satisfaction and operational performance.
Experience & Knowledge
- Previous experience within a customer complaints, customer relations, or senior customer service role.
- Experience working within a business-to-consumer (B2C) environment.
- Experience providing exceptional after-sales support and managing customer relationships throughout the customer journey.
- Experience handling escalated complaints and delivering fair and effective resolutions.
- Knowledge of consumer rights legislation and complaint handling best practices.
- Experience within the home services, trades, property maintenance, facilities management, or field-based services industry is highly desirable.
- Strong investigation, root cause analysis, and problem-solving skills.
- Strong analytical skills with experience in data analysis, trend analysis, reporting, and record-keeping.
- Experience producing management information and identifying trends to support business improvements.
- Previous experience mentoring, coaching, or supporting colleagues is desirable.
Key Responsibilities
- Complaint Logging & Documentation
- Complaint Resolution & Ownership
- Thorough Investigations & Root Cause Analysis
- Customer Communication & After-Sales Support
- Customer Satisfaction Assessment
- Service Improvement, Reporting & Analysis
- Online Reputation Management
- Leadership & Team Support
- Behaviours & Attributes
- Customer Focused
- Highly Organised with Strong Attention to Detail
- Analytical & Data-Driven
- Strong Problem Solver & Critical Thinker
- Proactive & Hands-On
- Continuous Improvement Mindset
- Influential & Collaborative
- Accountable & Decisive
- Strong Stakeholder Management Skills
- Critical Success Factors
- Efficient Complaint Resolution
- Resolve all customer complaints within agreed timescales and service level agreements.
- Demonstrate a strong commitment to effective and fair complaint handling.
- Deliver positive customer outcomes whilst maintaining company standards and commercial awareness.
- Effectively manage complex and escalated complaints.
- Customer Satisfaction
- Demonstrate empathy, professionalism, and a customer-first approach in all interactions.
- Consistently deliver a positive after-sales customer experience.
- Reporting & Record-Keeping
- Maintain accurate and comprehensive complaint records at all times.
- Produce timely and accurate reporting on complaint performance, customer feedback, and service trends.
- Review Management
- Respond promptly to customer reviews, both positive and negative, using approved response templates and company guidelines.
- Maximise opportunities to generate positive customer reviews and testimonials.
- Continuous Improvement
- Identify recurring service issues through complaint analysis, trend monitoring, and root cause investigations.
- Make recommendations that improve customer experience, operational efficiency, and service quality.
- Team Leadership & Development
- Support the development and capability of Customer Service Advisors through coaching, mentoring, and knowledge sharing.
- Act as a trusted escalation point for complex customer cases.
- Promote a culture of customer service excellence, accountability, and continuous improvement.
About us
Neighborly (yes without a u) was established over 40 years ago in the United States as a small family business.
Since then, Neighborly has grown to be the world’s largest home service company, delivering premium service experiences across homes and businesses, primarily through franchising.
In 2010 Neighbourly entered the UK market with the focus of acquiring and developing premium brands within the home service industry.
In the 14 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands with over 4,000 frontline staff.
Gaining a strong reputation for investment and franchisee development consistently growing year-on-year.
Our Brands
- Pimlico Plumbers London
- Drain Doctor
- Bright & Beautiful
- Countrywide Grounds Maintenance
- Dream Doors
- Greensleeves Lawn Care
- Brand:
PIM UK Pimlico
Customer Complaints Advisor in London employer: Neighborly®
At Neighborly, we pride ourselves on being an exceptional employer, offering a dynamic work environment where our employees can thrive. With a strong focus on employee development and a commitment to delivering outstanding customer service, our team members enjoy opportunities for growth within a supportive culture that values collaboration and innovation. Located in East Herts, you will be part of a well-respected brand in the home services industry, contributing to meaningful transformations in customers' homes while enjoying the benefits of a family-oriented company.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Advisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Neighborly®. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Neighborly® before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Complaints Advisor in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Neighborly®:Your cover letter is your chance to shine! Tell us why you want to work at Neighborly® specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Neighborly®!
How to prepare for a job interview at Neighborly®
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
