Customer Liaison Officer

We are looking to recruit a Customer Liaison Officer to join a leading Transport provider in Birmingham. This is a fantastic opportunity for a Customer Service professional to join our client and respond to all incoming telephone calls, letters, e-mails and comments posted on the the company's social media sites and websites in a professional, appropriate and timely response that will exceed expectations.

Job Title: Customer Liaison Officer
Location: Birmingham
Salary: £17,600

Working as the Customer Liaison Officer you will retain customer loyalty and help the business understand the root cause of complaints and take action to stop them recurring. Other duties/responsibilities include;

*Answer all telephone calls in a professional and timely manner within target service levels.
*Ensure each contact is answered in a timely, friendly and professional manner; always aiming to provide an excellent customer experience.
*Ensure that all information provided in response to customer complaints is accurate and in accordance with company guidelines and information.
*Analyse, monitor and report on key problem areas to ensure issues can be identified.
*Take full ownership of a specific geographic area and become the customer champion for those locations, working closely with local management to identify problem areas and develop solutions.
*To promptly and accurately communicate operational information to customers through our website and social media channels, in association with the AVL control room and marketing department.
*Maintain an up-to-date knowledge of products, routes and services to support the delivery of high quality and effective customer service.
*Maintain the administration of claims and ensure all data is recorded for quality and reporting purposes.
*Ensure the highest level of productivity is achieved in the most effective way.
*Ensure productivity and quality targets are achieved.
*To escalate any issues that are likely to causes recurring issues or bad publicity immediately.
*To assist in administrative and other tasks as requested by Senior or Manager.

The successful candidate will have exceptional customer service experience gained from a fast paced corporate working environment and will have excellent communication skills with the ability to deal with people and problems effectively and with ease. You will have the ability to write letters to customers to a professional standard and you will also be IT literate.

The successful candidate will be assertive, reliable and punctual with the ability to stay calm under pressure and deal effectively with frustrated customers.

You will have an excellent understanding of social media.
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