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About the Role

As the primary point of contact for customer complaints, you are essential in safeguarding the company’s reputation and ensuring a positive customer experience. You are responsible for managing complaints professionally and efficiently, while maintaining high standards of service.

Responsibilities

• Accurately log and document customer complaints received via phone and email.
• Record all relevant details, including the nature of the issue, customer information, and timestamps.
• Conduct detailed investigations into customer complaints.
• Collaborate with franchisees, internal departments, and line managers to gather necessary information.
• Identify root causes to support effective resolution.
• Maintain proactive communication with customers throughout the resolution process.
• Provide regular updates on progress and expected timelines.
• Manage customer expectations with clarity and empathy.
• Take full ownership of each complaint.
• Ensure timely resolution by taking all necessary actions to meet customer satisfaction.
• Uphold a high standard of professionalism from initial contact to final resolution.
• Contact recently serviced customers to assess satisfaction levels.
• Actively seek feedback to identify opportunities for improvement.
• Use insights to enhance service quality.
• Engage with customers to encourage positive reviews on platforms such as Google, Trustpilot, and Facebook.
• Highlight the importance of their feedback in supporting the company’s reputation and growth.
• Resolve all customer complaints within agreed timescales.
• Demonstrate a strong commitment to effective complaint handling.
• Respond promptly to customer reviews, both positive and negative, on relevant platforms.
• Use approved response templates to ensure consistency and address concerns within 48 hours.

Requirements

• Previous experience in a customer complaints resolution role.
• Demonstrate the ability to manage challenging situations calmly and professionally, ensuring timely and effective resolution that maintains customer satisfaction.
• Experience using complaint management systems and following escalation procedures is highly desirable.

Skills

• Open & Clear Communication
• Customer Focused
• Organised
• Self-Motivated & Hardworking
• Problem Solver
• Proactive & hands-on
• Team player

Salary/Compensations

• £28,470.85 per annum upon successful completion of probationary period.
• Potential increase to £28,970.85 per annum after three months, subject to achieving agreed objectives.

About the Company

• Neighborly was established over 40 years ago in the United States as a small family business.
• Neighborly has grown to be the world’s largest home service company, delivering premium service experiences across homes and businesses, primarily through franchising.
• In 2010 Neighbourly entered the UK market with the focus of acquiring and developing premium brands within the home service industry.
• In the 14 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands with over 4,000 frontline staff.
• Gaining a strong reputation for investment and franchisee development consistently growing year-on-year.
• Our Brands: Pimlico Plumbers London, Drain Doctor, Bright & Beautiful, Countrywide Grounds Maintenance, Dream Doors, Greensleeves Lawn Care.