At a Glance
- Tasks: Be the hero in customer service by resolving complaints and ensuring satisfaction.
- Company: Join Neighborly, the world's largest home service company with a family business vibe.
- Benefits: Competitive salary with opportunities for increases and professional growth.
- Other info: Dynamic team environment with a focus on personal development and career progression.
- Why this job: Make a real difference in customer experiences and help shape the company's reputation.
- Qualifications: Previous experience in handling customer complaints and a calm, professional approach.
The predicted salary is between 28470 - 28970 £ per year.
As the primary point of contact for customer complaints, you are essential in safeguarding the company’s reputation and ensuring a positive customer experience. You are responsible for managing complaints professionally and efficiently, while maintaining high standards of service.
Experience: Previous experience in a customer complaints resolution role. Candidates should demonstrate the ability to manage challenging situations calmly and professionally, ensuring timely and effective resolution that maintains customer satisfaction. Experience using complaint management systems and following escalation procedures is highly desirable.
Complaint Logging and Documentation:
- Accurately log and document customer complaints received via phone and email.
- Record all relevant details, including the nature of the issue, customer information, and timestamps.
Thorough Investigations:
- Conduct detailed investigations into customer complaints.
- Collaborate with franchisees, internal departments, and line managers to gather necessary information.
- Identify root causes to support effective resolution.
Proactive Communication:
- Maintain proactive communication with customers throughout the resolution process.
- Provide regular updates on progress and expected timelines.
- Manage customer expectations with clarity and empathy.
Ownership and Timely Closure:
- Take full ownership of each complaint.
- Ensure timely resolution by taking all necessary actions to meet customer satisfaction.
- Uphold a high standard of professionalism from initial contact to final resolution.
Customer Satisfaction Assessment:
- Contact recently serviced customers to assess satisfaction levels.
- Actively seek feedback to identify opportunities for improvement.
- Use insights to enhance service quality.
Promoting Positive Reviews:
- Engage with customers to encourage positive reviews on platforms such as Google, Trustpilot, and Facebook.
- Highlight the importance of their feedback in supporting the company’s reputation and growth.
Behaviours & Attributes:
- Open & Clear Communication
- Customer Focused
- Organised
- Self-Motivated & Hardworking
- Problem Solver
- Proactive & hands-on
- Team player
Critical Success Factors:
- Efficient Complaint Resolution: Resolve all customer complaints within agreed timescales. Demonstrate a strong commitment to effective complaint handling.
- Timely Review Responses: Respond promptly to customer reviews, both positive and negative, on relevant platforms. Use approved response templates to ensure consistency and address concerns within 48 hours.
Customer Services Assistant in London employer: Neighborly®
Join Neighborly, a market-leading home service company with over 40 years of experience and a strong presence in the UK. As an Internal Recruiter, you'll thrive in a supportive and collaborative HR team, where your contributions will directly influence recruitment processes and enhance employee experiences. With a commitment to growth and innovation, Neighborly offers excellent benefits, including a company pension, life insurance, and access to an on-site gym, making it an exceptional employer for those seeking meaningful and rewarding employment.
