Community Relations Executive - Customer Services, Complaints Manageme

Community Relations Executive - customer services, complaints management, customer management, communication

My client are a leading transport company looking to employ a community relations executive to join their team.

Role: Community Relations Executive

Location: London

Day Rate: £120-£140 per day

Contract Length: Asap - 9th October (Initial)

Role Responsibilities:

- To assess and resolve enquiries, requests and complaints via letter, email and telephone to ensure that customer enquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required.
- Take decisions within established procedures for each service request including logging, processing and progress chasing enquiries
- Represent the customer throughout the organisation ensuring continuous improvement by highlighting any unusual events or trends and feeding back information to other members of the team and to the management team.
- Maintain electronic and written databases of letters and forms received, information given, services requested and complaints made, to ensure accuracy of information and efficiency when dealing with customers.
- To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the Manager for service improvements.
- To participate in the induction and training of new community relations executives to ensure a high level of up to date knowledge is maintained.

Skills and Experience:

- Experience in customer services or complaints management
- Experience of customer management systems
- Ability to prioritise
- Impeccable telephone manner and strong writing skills
- Excellent time management skills

Community Relations Executive - customer services, complaints management, customer management, communication