Posted on Jan 15, 2019 by Equals One
Leyland PR25 3EY
Our clients are the Northwest's leading installer of Orangeries, Conservatories, Garden Rooms, Glazed Extensions and Windows and Doors.
Working with the Installation team you will assist and support the Installation Managers and Customer Service Manager to ensure we provide excellent customer service which meets and where possible exceeds customer expectations.
You will be a main point of contact for customers during the installation period. You must be a strong communicator with excellent administration and organisation skills
If you are a reliable, friendly and organised individual with good experience of providing excellent levels of face to face and telephone customer service, this could be the role for you.
Knowledge of the home improvement industry would be good; however, full training will be provided.
·To be responsible for liaising with all relevant departments to resolve the customer queries, including liaising with external suppliers and internal departments to identify resolution of customer problems;
·To deal with trade personnel, both employed trade and sub-contractor trade queries;
·To develop and maintain excellent working relationships with internal and external stakeholders, including customers and suppliers;
·To be responsible for the escalation of complex customer service/installation problems and complaints to the Installation Manager;
·To support your team to assist with resolving customer service issues as and when required;
·To respond to email and telephone communication in a timely and efficient manner;
·To ensure that your product knowledge is up to date and you can offer customer advice to the resolution of their queries;
·To work in accordance with the GGF guidelines when providing advice and support in relation to glass issues;
·To obtain and evaluate all relevant information to handle product and service inquiries in accordance with the company guidelines;
·To be responsible for communicating on a regular basis with customers to ensure they are happy with the service and are kept up to date with any on-going customer service problems;
·To undertake general scanning and filing duties.
·To update relevant departments of any delays to delivery dates ;
·To product timely and accurate reports as requested and update any relevant spreadsheets of information
·Work with relevant managers to agree and maintain appropriate stock levels for parts;
·To liaise effectively and proactively with other departments as necessary to plan and meet the supply of parts and resolve any issues raised.
·To work with the Quality Manager to collate data from both internal and external sources to provide evidence of quality issues and costs;
·To maintain professional and technical knowledge by attending training opportunities;
·To maintain quality services by establishing and enforcing organisational standards;
·To respond and resolve customer issues in a timely and effective manner;
·To work in accordance with health and safety regulations, and also ensuring the health and safety of all staff. Reporting near misses and RIDDOR.
·Any other reasonable duty that may be assigned.
·To comply with our clients Quality Policy and objectives in every aspect of own work.
·Knowledge of the home improvement industry would be advantageous; however, full training will be provided;
·Previous experience of customer service and the ability to provide timely and effective responses to the customers complaint;
·Good customer service skills with the ability to apply a calm and polite approach when dealing with dissatisfied customers;
·Excellent attention to detail, with the ability to work in an organised and methodical manner;
·Excellent planning and organisational skills;
·The ability to demonstrate effective time management and prioritise tasks;
·Excellent communication skills with the ability to communicate with both internal and external stakeholders;
·A strong understanding of customer service with the ability to ensure an excellent level of customer service is provided and customer expectations are exceeded, maintaining excellent customer relations;
·The ability to use own initiative when identifying the appropriate course of action in resolving a customer complaint, ensuring a logical though process is applied;
·A good working knowledge of Microsoft packages with previous experience of working on excel and the ability to type accurately with good attention to detail;
·Excellent communication skills with the ability to develop good working relationships with internal and external contacts;
·Excellent problem-solving skills with the ability to analyse the problem and provide a mutually beneficial solution;
·Excellent interpersonal skills with the ability to communicate both verbally and in writing and develop a good rapport with all contacts;
·A proactive approach to work with the ability to prioritise and manage own workload;
·A highly motivated individual with a can-do approach to work and the ability to get the job done in the required timescale
·A strong understanding of customer services with the ability to ensure an excellent level of customer service is provided and customer expectations are exceeded, maintaining excellent customer relations;
·The ability to collect and interpret data in a logical manner;
·The ability to challenge existing work practices, identify areas for improvement and implement new processes and plan;
·A willingness to undertake further training with the ability to implement learning into your daily work
·Strong team working skills with the ability to provide support to team members
·A strong understanding of Customer Services, performance levels and client relations.
If you would like to be considered for this opportunity please send your CV and covering letter detailing your salary expectations including the added value you can bring to our business.