At a Glance
- Tasks: Handle customer complaints and ensure a positive experience while maintaining high service standards.
- Company: Join Pimlico Plumbers, London's largest independent servicing company with a commitment to excellence.
- Benefits: Gain valuable experience in customer service and enjoy opportunities for career growth.
- Other info: Dynamic team environment focused on professional development and customer satisfaction.
- Why this job: Be the voice of our customers and make a real difference in their experience.
- Qualifications: Previous experience in customer complaints resolution and strong communication skills.
The predicted salary is between 25000 - 30000 £ per year.
At Pimlico Plumbers, we're not just London's largest independent servicing and maintenance company, we're 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.
Responsibilities
- As the primary point of contact for customer complaints, you are essential in safeguarding the company’s reputation and ensuring a positive customer experience.
- Log and document customer complaints accurately, including the nature of the issue, customer information, and timestamps.
- Conduct detailed investigations into customer complaints and collaborate with franchisees, internal departments, and line managers to gather necessary information. Identify root causes to support effective resolution.
- Maintain proactive communication with customers throughout the resolution process and provide regular updates on progress and expected timelines. Manage customer expectations with clarity and empathy.
- Take full ownership of each complaint and ensure timely resolution by taking all necessary actions to meet customer satisfaction. Uphold a high standard of professionalism from initial contact to final resolution.
- Contact recently serviced customers to assess satisfaction levels, actively seek feedback, and use insights to enhance service quality.
- Engage with customers to encourage positive reviews on platforms such as Google, Trustpilot, and Facebook, and highlight the importance of their feedback in supporting the company’s reputation and growth.
- Resolve all customer complaints within agreed timescales and demonstrate a strong commitment to effective complaint handling.
- Respond promptly to customer reviews on relevant platforms using approved templates to ensure consistency, addressing concerns within 48 hours.
Qualifications and Experience
- Previous experience in a customer complaints resolution role.
- Demonstrated 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.
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 and demonstrate a strong commitment to effective complaint handling.
- Timely Review Responses: Respond promptly to customer reviews on relevant platforms and address concerns within 48 hours using approved templates.
Customer Services Assistant-1 employer: Neighbourly
At Pimlico Plumbers, we pride ourselves on being London's largest independent servicing and maintenance company, offering a dynamic work environment that champions excellence in customer service. Our commitment to employee growth is evident through our extensive training programmes and the support of the Neighbourly family, providing you with ample opportunities to advance your career in the service industry. Join us in a culture that values open communication, teamwork, and a proactive approach to problem-solving, all while enjoying the benefits of working in a reputable company known for its dedication to customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Assistant-1
✨Tip Number 1
Get to know the company inside out! Research Pimlico Plumbers and understand their values, services, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Services Assistant, you'll need to handle complaints with empathy and clarity. Role-play common scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and serious about joining the team at Pimlico Plumbers.
We think you need these skills to ace Customer Services Assistant-1
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application for the Customer Services Assistant role. Highlight your experience in handling customer complaints and how you've maintained high standards of service in previous jobs. We want to see how you can bring your unique skills to our team!
Showcase Your Communication Skills:Since communication is key in this role, use your application to demonstrate your ability to communicate clearly and effectively. Share examples of how you've managed customer expectations and resolved issues in a professional manner. We love seeing those skills in action!
Be Proactive in Your Approach:In your written application, show us that you're proactive and self-motivated. Mention any instances where you've taken the initiative to improve customer satisfaction or streamline complaint processes. We appreciate candidates who take ownership of their work!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company and what we stand for!
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 demonstrate your ability to maintain professionalism under pressure. This will show that you’re ready to take on the role of a Customer Services Assistant.
✨Prepare for Scenario Questions
Expect to be asked about specific situations you've faced in previous roles. Think of examples where you successfully resolved customer complaints or turned a negative experience into a positive one. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Communication Skills
Since communication is key in this role, practice articulating your thoughts clearly and confidently. Be prepared to discuss how you would keep customers informed during the complaint resolution process, highlighting your proactive approach and empathy.
✨Research the Company Culture
Familiarise yourself with Pimlico Plumbers and their commitment to customer service excellence. Understanding their values and how they operate will help you align your answers with what they’re looking for, making you a more appealing candidate.
