Access Fire Risk
Jobs
Customer Liaison Officer
The Role: As part of the project team, the Customer Liaison Officer will assist in the delivery of a business-critical service to ensure that customers’ expectations are exceeded. They will manage all additional contacts, proactively monitor customer commitments and appointments, and ensure all confirmed work orders are analysed to verify correct completion. The CLO will also assist in offering advise around funding to ensure the process is as smooth as possible and support given.
Key Responsibilities:
- Working in line with the company’s Vision
- Liaise with customers to identify and discuss reason for works and the importance
- Gain an understanding of works being undertaken to ensure good customer service
- Take ownership and manage customers’ expectations
- Manage the shop and neighbouring properties identify potential issues
- customers are kept fully informed of progress
- Take personal ownership and deliver a personal service which exceeds customer expectations
- Identify and implement solutions to resolve any issues that may result in a dissatisfied customer
- Ensure own compliance with Quality procedures
- Proactive monitoring of customer commitments
- Keeping customer informed with Programme changes and reasons
- Deal with queries from the customer and ensure other questions that arise during contact are directed to the correct place for resolution
- Ensure own compliance with contingency plan procedures during incidents
- Proactively monitor newly confirmed operations in the live environment
- Send satisfaction survey to customer to understand if they are fully satisfied with the work that has been completed
- Take the appropriate action for unresolved customer issues and feedback to improve customer satisfaction
- Highlight any areas of process non-compliance so training needs can be identified
- KPI measures are met Ensure client expectations are met.
- Zero complaints escalated to client.
- Help and support and the cladding process.
- Identifying vulnerable Customers/Tenants, help put in additional support where appropriate.
How Can We Help You
We are fast growing Fire Stopping company offering a comprehensive service that covers all aspects of passive fire protection works.
Surveying Services
Comprehensive, fully inclusive survey services designed to meet clients requirements.
Installation & Compartmentation
Fire door installation fitted to the correct specification based of manufacturers guidance.
Case Studies & Previous Work
Take a look at some of our more recent projects and the quality of services we offer.
More Information?
Contact us today for more information regarding our survey and fire risk services