Customer Care Officer

Sureserve; South Shields; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading compliance and energy services provider is seeking a Customer Care Officer in Dartford. Responsibilities include managing client complaints, ensuring high standards of customer care, and providing administrative support. The ideal candidate will have administrative experience, excellent communication skills, and proficiency in MS Office. The role offers benefits like a salary exchange pension and annual leave that increases with service.

Benefits

Salary exchange pension

Employee assistance programme

28 days annual leave

Enhanced family leave

Qualifications

• Previous administrative experience, preferably from a social housing/construction background.
• Able to provide a high level of courteous, professional customer service.
• Proficient in MS Office, in particular, Outlook and Excel.
• Good written and verbal communication skills.
• Flexible attitude with strong organisational skills.

Responsibilities

• Act as the main point of contact for clients and manage customer complaints.
• Log and investigate all inbound complaints thoroughly.
• Maintain complaints logs and relevant information.
• Call customers to discuss concerns and work towards solutions.
• Liaise with operations/managers to resolve complex issues.
• Provide formal written responses to clients to close complaints.
• Jointly manage team mailbox to ensure correspondence is answered.
• Log compliments and good news stories for management.
• Adhere to data protection and equality policies.

Job description

The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with over 3,200 employees working from over 20 offices.

Sureserve Compliance South, part of the Sureserve Group, delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical services. We are London’s largest, most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities.

Role

The role of our Customer Care Officer is to act as the main point of contact for our client and be a customer contact for formal complaints and complex issues. The role also involves daily administration and contact with both our customers and our clients and will be based in the Dartford office.

• Ensure that all inbound complaints are logged and thoroughly investigated and answered within contractual timeframes for each client.
• Ensure that all complaints are handled with the highest standard of customer care
• To maintain complaints logs and folders with correct and relevant information at all times
• Call customers to discuss concerns and work towards offering a suitable solution to our customers within set guidelines.
• Work closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues to resolve formal complaints, maintaining regular contact as required to keep customers informed of progress.
• Provide formal written responses to our clients in order to close complaints, and prevent escalation.
• Jointly manage team mailbox to ensure any correspondence is answered professionally and within time.
• Log any compliments and good new stories to be passed to Senior Management Team.
• To hold excellent communication skills both verbally and in writing
• Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity.

The successful candidate will have

• Previous administrative experience, preferably from a social housing/construction background
• Able to provide a high level of courteous, professional customer service
• Proficient in MS Office, in particular, Outlook and Excel
• Good written and verbal communication skills
• Flexible attitude with strong organisational skills

What we can offer you

• Salary exchange pension
• Employee assistance programme
• 28 days annual leave including bank holidays, rising by one day with each full year of service (max five additional)
• Enhanced family leave (dependent on length of service)

Sureserve is committed to creating a diverse and inclusive workplace. We celebrate individual differences and believe that they contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please speak to your recruiter.

Successful applicants will be subject to eligibility checks including the right to work in the UK and DBS checks.