At a Glance
- Tasks: Handle customer complaints and ensure a positive experience for all clients.
- Company: Join Pimlico Plumbers, London's largest independent servicing company.
- Benefits: Full-time role with opportunities for career growth and development.
- Other info: Dynamic team environment focused on communication and customer satisfaction.
- Why this job: Be the voice of our customers and make a real difference in their experience.
- Qualifications: Experience in customer service and complaint resolution is essential.
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.
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.
- 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.
- 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.
- 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.
- Maintain proactive communication with customers throughout the resolution process.
- Provide regular updates on progress and expected timelines.
- Manage customer expectations with clarity and empathy.
- 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.
- Contact recently serviced customers to assess satisfaction levels.
- Actively seek feedback to identify opportunities for improvement.
- Use insights to enhance service quality.
- 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.
- 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.
About us: Neighborly 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
Customer Services Assistant-1 in London employer: Pimlico Plumbers Ltd
At Pimlico Plumbers, we pride ourselves on being London's largest independent servicing and maintenance company, offering a vibrant work culture that prioritises excellence in customer service. Our commitment to employee growth is evident through the extensive resources available as part of the Neighbourly family, ensuring that our Customer Services Assistants have ample opportunities for professional development while working in a supportive and dynamic environment. Join us in a role where your contributions directly impact customer satisfaction and the company's reputation, all within the heart of London.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Assistant-1 in London
✨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 the team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being able to communicate clearly and empathetically is key. Role-play with a friend or family member to get comfortable handling complaints and providing solutions.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved customer issues. Be ready to share these stories during interviews to demonstrate your ability to handle challenging situations.
✨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 keen on joining the team at Pimlico Plumbers. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Services Assistant-1 in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application for the Customer Services Assistant role. Highlight your previous experience in handling customer complaints and how you’ve resolved issues effectively. 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, let us know about your ability to keep customers informed throughout the complaint resolution process. Share examples of how you've maintained clarity and empathy in challenging situations.
Be Detail-Oriented:When logging and documenting complaints, accuracy is crucial. Make sure to demonstrate your attention to detail in your application by mentioning any systems or processes you’ve used in the past to manage complaints effectively.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to receive your application and get to know you better. Don’t miss out on the opportunity to join our fantastic team!
How to prepare for a job interview at Pimlico Plumbers Ltd
✨Know Your Customer Service Basics
Before heading into the interview, brush up on your customer service principles. Understand how to handle complaints and what makes for a great customer experience. Be ready to share examples from your past roles where you successfully resolved issues.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific situations where you had to think on your feet. Think of times when you turned a negative experience into a positive one for the customer. This will demonstrate your ability to manage challenging situations calmly and effectively.
✨Familiarise Yourself with Complaint Management Systems
If you have experience with any complaint management systems, be sure to mention them. If not, do a bit of research on common systems used in the industry. Showing that you’re tech-savvy and willing to learn can set you apart from other candidates.
✨Practice Proactive Communication
During the interview, highlight your communication skills. Discuss how you keep customers informed during the resolution process and how you manage their expectations. Being able to convey clarity and empathy is key in this role, so make sure to showcase that.
