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- Tasks: Manage customer complaints and ensure a positive experience for all clients.
- Company: Join Neighbourly®, the UK's largest home service company with a family-oriented culture.
- Benefits: Full-time role with opportunities for career growth and development.
- Why this job: Be the voice of the customer and make a real difference in their experience.
- Qualifications: Experience in customer service and strong problem-solving skills required.
- Other info: Dynamic team environment with a focus on professional growth.
The predicted salary is between 24000 - 36000 £ per year.
At Pimlico Plumbers, we are not just London’s largest independent servicing and maintenance company; we are also leaders in driving sales through top-tier customer service. Since 1979, our growth has been fuelled by our commitment to excellence, both in the quality of our services and the effectiveness of our sales strategies. As part of the Neighbourly family, we now have even more resources and broader opportunities for career growth in the service industry.
The Customer Service Assistant is 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.
ExperiencePrevious experience in a customer-facing role with a strong emphasis on handling and resolving customer complaints is essential. 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 DocumentationAccurately 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 InvestigationsConduct 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 CommunicationMaintain 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 ClosureTake 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 AssessmentContact recently serviced customers to assess satisfaction levels. Actively seek feedback to identify opportunities for improvement. Use insights to enhance service quality.
Promoting Positive ReviewsEngage 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
- 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.
Neighbourly was established over 40 years ago in the United States as a small family business. Since then, Neighbourly 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 and over 4,000 frontline staff.
Customer Service Assistant employer: Neighbourly®
Contact Detail:
Neighbourly® Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Assistant
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Neighbourly and its brands. Understanding their values and services will help you connect better during the conversation and show that you're genuinely interested.
✨Tip Number 2
Practice your customer service scenarios. Think about how you would handle different types of complaints and practice your responses. This will help you feel more confident and prepared to demonstrate your problem-solving skills in the interview.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to communicate clearly and effectively. Use examples from your past experiences to illustrate how you've successfully managed customer complaints and maintained satisfaction.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Service Assistant
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Assistant role. Highlight your experience in handling customer complaints and any relevant skills that match what we’re looking for at Neighbourly.
Showcase Your Communication Skills: Since communication is key in this role, give examples of how you've effectively communicated with customers in the past. We want to see how you manage expectations and keep customers informed throughout the complaint resolution process.
Be Professional and Personable: When writing your application, strike a balance between professionalism and a friendly tone. We value candidates who can maintain a high standard of service while also being approachable and empathetic towards customers.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Customer Service Assistant position at Neighbourly.
How to prepare for a job interview at Neighbourly®
✨Know Your Customer Service Basics
Before the interview, brush up on key customer service principles. Understand how to handle complaints effectively and be ready to share examples from your past experiences where you resolved issues successfully.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific situations where you faced challenging customer interactions. Highlight how you approached these problems, what steps you took, and the positive outcomes that resulted from your actions.
✨Demonstrate Proactive Communication
Think of ways to illustrate your communication skills. Be ready to explain how you keep customers informed during the complaint resolution process and how you manage their expectations with empathy and clarity.
✨Emphasise Teamwork and Collaboration
Since the role involves working with various departments, prepare to talk about your experience collaborating with others. Share examples of how you’ve worked as part of a team to resolve customer issues or improve service quality.
