Customer Services Assistant

Pimlico Plumbers Limited; City of Westminster; On-site; GBP 28,470 - 28,970; Full time

Benefits offered by this job

Salary review after probation

Opportunity for salary increase

Job summary

Pimlico Plumbers Limited is seeking a professional to act as the primary contact for customer complaints, safeguarding the company’s reputation and ensuring a positive customer experience. You will log, investigate, and resolve issues while communicating clearly with customers and internal teams.

The role emphasizes ownership, timely closure, and a focus on customer satisfaction, with an emphasis on using escalation procedures when needed and promoting positive reviews.

Qualifications

• Experience in a customer complaints resolution role.
• Ability to manage challenging situations calmly and professionally.
• Experience using complaint management systems and escalation procedures.

Responsibilities

• Accurately log and document customer complaints via phone and email.
• Conduct detailed investigations with internal teams to identify root causes.
• Maintain proactive communication with customers and provide progress updates.
• Take ownership of each complaint to ensure timely resolution.
• Follow up with customers to assess satisfaction and gather feedback.
• Encourage positive reviews to support the company’s reputation.

Skills

Complaint resolution

Customer service

Investigation

Documentation

Communication

Problem solving

Team collaboration

Open & Clear Communication

Tools

Complaint management system

Job description

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.

Pimlico is committed to recognising and rewarding performance. Upon successful completion of your probationary period (or any agreed extension), your salary will increase to £28,470.85 per annum. A further review will be conducted approximately three months later, with the opportunity to increase your salary to £28,970.85 per annum, subject to successfully achieving agreed objectives.

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.

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

Pimlico Neighbourly is a local network of home service brands that will connect you to very specific vetted local experts. Our family of service professionals work with rigorous quality standards to repair, maintain, and enhance your home. Neighbourly’s Family of Home Service Brands: Dream Doors Countrywide Grounds Maintenance Bright & Beautiful Drain Doctor, Pimlico Greensleeves