Description:
Purpose: Be responsible for ensuring that the needs of customers are satisfied, promoting excellent customer service throughout the company
Key Responsibilities and tasks
- Ensuring that the needs of customers are satisfied, promoting excellent customer service throughout the company
- Handling enquiries from customers via phone, social media and post.
- Ensure priorities in customer service, marketing and public relations (PR) are observed in support to the Customer Relationship Manager
- Be responsible for the customer relations process from answering enquiries, logging complaints, commendations and transferring cases to colleagues as required.
- Document and manage all queries from media and publicly elected represented bodies and/or individuals in consultation with the Customer Relationship Manager.
- Help to support both the Customer Experience Team Lead and the Customer Relationship Manager to develop and implement the company’s customer service policy and ensure delivery against the Customer Charter.
- Measuring customer satisfaction and supporting the senior management team to improve services
- Work closely with the Customer Relationship manager and Operations Director to feedback key information to the NTA around the customer experience on all services.
- Be responsible for the posting of service updates and information to the website and social media.
- Keep up to date with road works and any items which may impact operation and relay this information back to relevant manager.
- Ensures that Health and Safety requirements are monitored and managed proactively.
- Responsibility in managing, participating, and complying with the Integrated Management System (IMS)
General Safety Responsibilities:
To act in a manner as to ensure the health, safety, welfare, environment and fire safety of yourself and others in the organisation as well as any clients and visitors.
Ensure that you and any guests to any company premises understand emergency and evacuation arrangements.
Ensure your working environment is maintained in a safe and tidy condition. To act proactively in identifying and any unsafe practices or safety risks in the organisation and reporting these through the appropriate channels.
Ensure adherence to all relevant company and Go-Ahead group company policies and procedures.