Customer Liaison Advisor

Public Sector
£10.83 per hour
Michael Burns
North Tyneside
Tyne and Wear
Nineteen Recruitment are delighted to be working with a local authority client, recruiting on their behalf for the below position.

We are seeking an outstanding Customer Liaison Advisor, an individual dedicated to providing an enhanced Customer Service experience to the local authority area.

Job Description:
  • To provide an effective point of contact for customers – dealing with enquires, complaints and compliments
  • To work as part of a team to provide a customer focused service
  • To assist in raising and promoting the profile of customer services across the business
  • To support and assist all involved to ensure the business provides a customer focused

    Roles and Responsibilities
  • To assist in raising the profile of Customer Service issues across the business encouraging a culture of exceeding customer expectations  
  • To assist in the development, implementation and monitoring of any customer services plans as required 
  • To undertake any customer related initiatives including customer surveys, visiting housing offices, customer events etc
  • To determine the appropriate action to take in respect to complaints and compensation claims
  • Undertake customer visits on completion of the works to check customer satisfaction capturing any feedback to help shape the service
  • To support all customers with emphasis on community groups and customers with special requirements
  • To be an effective member of the team
  • To support the Customer Services Teams and Operational Managers as required  
  • When working as a CLA on Decent Homes projects undertake activities as required including
  1.  Effective communication to ensure our customers are kept informed of when work is to commence and through out their scheme of works
  2. Arrange access to properties in accordance with agreed sequence of works
  3. Undertake induction visit to assess customers needs and communicate those needs back to site management
  4. Undertake progressive customer visits during the work to ensure customers are kept informed of progress and any changes to timescales etc 
  5. Maintain regular contact with customers throughout the works and keep records of all visits (including any complaints or compliments) 
  6. Keep all members of the team informed daily of any issues arising from customer visits
  • Work with stakeholders/managers in the operational team to maintain and develop all customer related activity in the area
  • Provide support and cover for the management team and ensure the effective and efficient control, co-ordination and delivery of the service within your designated contract area
  • Be an active member of the team
  • Undertake emergency situation cover outside of normal working hours where needed to protect the service and continuous delivery to our customers
  • Comply with legislation requirements such as Data Protection Act, Decent Homes standards etc
  • Ensure all documentation is maintained efficiently and effectively to show the ‘customer journey’ – showing action where problems or issues have been captured
  • Ensure all documentation provided to customers is tailored to their needs and at the appropriate level (to ensure understanding)
  • Monitor customer satisfaction through surveys/customer feedback and action any issues highlighted
  • Follow the process for customer contact from introduction through to completion of works (letters/appointments etc) and demonstrate through documentation
  • Undertake and respond to customer complaints and dissatisfaction enquiries to the timescale set out by our Client team 

Who are Nineteen Recruitment?

Nineteen Recruitment are an ethical and honest recruitment company that specialises in Education, Social Care and Public Sector recruitment. Nineteen has strong relationships with schools, social care settings and all the local authorities across the North East, matching appropriately skilled and experienced candidates to their vacancies. Nineteen is passionate about delivering a high standard of candidate care, ensuring candidates feel well supported when either at work or seeking work.

Advantages of working via Nineteen Recruitment

  • Weekly pay paid via a PAYE equivalent model (at no cost to worker)
  • Excellent level of support from the agency whilst you're in role
  • Agency support with ongoing training / refresher training needs
  • A point of contact between the worker and the client/place of work
  • Offers the ultimate in flexible working
  • You will be kept informed of any new and relevant work opportunities coming up in the future

Registration with Nineteen Recruitment is subject to satisfactory vetting procedures including Enhanced Disclosure; DBS registered to the online update service are welcomed.

Nineteen Recruitment is committed to equal opportunities and as such no applicant or worker will receive less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race or employment status.

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