Customer relationships officer
My client, a public transport organisation is recruiting for a customer relationships officer on a temporary basis.
The role is to receive, assess, research and resolve enquiries relating to all aspects of public transport in the West Midlands compiling replies in line with agreed procedures, quality standards and targets and responding via the most appropriate communication channel.
To be successful for this role the ideal candidate will need;
*To handle and resolve a wide range of 'Customer' enquiries often on contentious issues such as transport services and facilities, infrastructure, consultations, information provision, staff issues and future transport developments.
*Be responsible for a personal caseload of 'Customers' responding to enquiries over the telephone, in writing, via email and social media applications as appropriate ensuring quality standards and performance targets are achieved.
*Recording all activities and communications associated with 'Customer' enquiries ensuring the Customer Relations system is fully up to date.
*Liaising with operators, internal colleagues and relevant organisations to resolve enquiries in a timely and efficient manner ensuring quality targets and standards are achieved and where necessary escalating enquiries to the Principal Customer Relations Officer in line with agreed procedures.
*Provide cover as directed by answering telephone calls and performing other duties associated with the activities of the Customer Contact Centre ensuring agreed quality standards and targets are achieved.
*Experience of working in a customer interface environment, ideally handling complaints and dealing with contentious issues.
*Ability to prioritise and manage own workload effectively, prioritising and working to tight deadlines.
*Excellent communication and interpersonal skills, with a high level of tact and discretion.
*Evidence of working as a member of a team to ensure shared goals are achieved.
*Excellent written skills with attention to detail and accuracy.
*Performance focused with demonstrative experience of managing own workload to achieve quality standards and targets.
*Ability to work well under pressure handling work volumes and difficult issues positively.
*Demonstrative experience in maintaining and using computerised systems and packages.
*Proficiency in Microsoft Excel, Word, Outlook and Internet Explorer with previous experience of Customer Relations Management software a distinct advantage.
*Good working knowledge of public transport in the West Midlands is desirable.
The working hours are from 9-5 Monday - Friday with a pay rate of £10.47