Senior Customer Care Officer LBS-006

Job Description

Job Category : Commercial
Location : Council Offices, Southwark Council
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £14.93

Principal Accountabilities

1. Responsible for scheduling all appointments and programmed works with suitably qualified operatives using available technology and reporting tools to ensure business objectives are fully achieved within agreed timeframes.

2. To ensure performance monitoring systems are in place, and information is accurate and effective, and in accordance with financial regulations.

3. Using own initiative, proactively manage work orders using IT systems ensuring that variations and complex orders are managed and coordinated and accurate records are in place to monitor through to completion.

4. To operate customer satisfaction surveys and communicate with customers to discuss and resolve repairs issues and to escalate these issues to the relevant managers as required.

5. To receive and resolve all calls from operatives including variation requests, no access reports, requests for additional jobs, etc.

6. To answering client and customer queries – providing repairs knowledge and guidance to assist them in resolving issues.

7. To ensure that the dynamic appointment scheduling system data base is accurately maintained and managed – observing good system housekeeping, user maintenance, and best practice at all times.

1. To prepare of records, statistics and communications document as required and respond to written and verbal icasework, complaints and statuary enquires as required in a timely manner, in order to resolve issues effectively and speedily.

7. To monitor and report on operative performance in terms of missed
appointments, customer satisfaction levels, etc and to escalate issues to the relevant manager.

8. To maintain a comprehensive and up to date knowledge of all relevant legislation, procedures and best practice for the service area.

9. To liaise with internal and external agencies to ensure high standards of service delivery.

10. To ensure staffing, training, financial and other operational administrative information and records are maintained (both manually and on computer), and that information used and provided by SBS is accurate and appropriately filed / stored.