Customer Care Officer

Sureserve; Worcester Park Estate; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Contributory pension scheme

Life assurance

28 days annual leave

Family-friendly policies

Employee discounts

Job summary

Sureserve Compliance South is seeking a Customer Care Officer to be the main contact for our client and for handling complaints and complex issues. Based at the Dartford office, you will perform daily administration and interact with customers and clients while logging and resolving concerns within agreed timescales.

The successful candidate will have administrative experience in social housing or construction, strong customer service skills, and proficiency in MS Office.

Qualifications

• Experience in a customer-facing administrative role is essential.
• Strong written and verbal communication skills.
• Ability to handle complaints professionally and within targets.

Responsibilities

• Log inbound complaints and investigate within contractual timeframes.
• Provide formal written responses to clients to close complaints.
• Maintain and update complaints logs and folders with accurate information.
• Call customers to discuss concerns and offer solutions.
• Collaborate with operations/managers to resolve complex issues and keep clients informed.
• Manage the team mailbox and ensure timely, professional replies.

Skills

Customer service

Communication

Problem solving

Time management

Tools

MS Office

Outlook

Excel

Job description

The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with 4000 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

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• Competitive salary
• Contributory Pension scheme
• Life assurance
• 28 days annual leave inclusive of bank holidays, rising 1 per year of service to a max of 33 days
• Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave.

In addition, the role offers:

• Sureserve Benefits Hub, accessing over 1000’s retail discounts
• Virtual GP service, 24/7, 365 days, available for employees and your immediate family
• Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family
• Bike2Work scheme

• Home & Electronics – salary sacrifice purchase scheme

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status

Reasonable adjustments

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 contact [e-mail]

Pre-employment checks

Successful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checks