Customer Services Assistant

Job description

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. Candidates should demonstrate the 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. Complaint Logging and Documentation: 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. Thorough Investigations: 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. Proactive Communication: Maintain proactive communication with customers throughout the resolution process. Provide regular updates on progress and expected timelines. Manage customer expectations with clarity and empathy. Ownership and Timely Closure: 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. Customer Satisfaction Assessment: Contact recently serviced customers to assess satisfaction levels. Actively seek feedback to identify opportunities for improvement. Use insights to enhance service quality. Promoting Positive Reviews: 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. 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. 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 (yes without a u) 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 Brand: PIM UK Pimlico