Job Description

• Providing support to customers using your knowledge of our products and services.
• Communicating courteously with customers by telephone, email, and letter.
• Proactively seek feedback and resolve customers complaints in a timely manner.
• Keeping accurate records of discussions or correspondence with customers.
• Producing written information for customers, often involving the use of computer packages/software.
• Improving customer service procedures, policies, and standards for your department.
• Training new and existing staff to deliver a high standard of customer service.
• Motivational skills and an ability to manage own workload and priorities.
• Manage the office team absence/holiday timesheets and report data to payroll.
• Ad hoc duties as and when required by the business

Required Knowledge, Skills, and Abilities

Knowledge/Experience Required:

• Customer Service Management background or similar type role.
• Confident user of Microsoft office 365 (Word, Excel, and Outlook) and customer service software.
• Outstanding written and verbal communication skills.

Compliance:

• Ensuring that customer agreements are current, correct and accompanied by the correct supporting documentation- investigating customer queries and complaints in line with Trading Standards regulations.
• Vetting and validating customer identification to ensure adherence to Book a Builders Policy