Customer Relations Officer

A great opportunity has become available for a reliable and skilled Customer Relations Officer to join a dynamic regional company recognised for developing and training its staff to succeed in their roles. Based in Portsmouth, you will join us on a full-time, permanent basis, and in return, you will receive a competitive salary of £27,300 per annum and excellent benefits.

Mountjoy is an expanding construction and maintenance company specialising in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England.

With a focus on delivering exceptional service to our clients and customers, the Customer Relations Officer position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.

Our Company values

We take pride in everything we do - Which means we expect all our employees to:

Present a professional appearance at all times
Keep your work area safe, tidy and well organised
Deliver a high standard of work at all times

We have Integrity, built-in

Our Company Benefits:

31 days annual leave rising to 36 days with length of service (including bank holidays)
We offer a flexible scheme to buy or sell up to 5 days of annual leave per year
Company sick pay after 12 months length of service
Life Assurance
Octopus Electric Dreams Car Scheme to enable staff to drive a new electric car - paid for through salary sacrifice
Cycle to Work Scheme
Discounted Gym Membership
Employee recognition scheme
Length of Service Rewards
Defined contribution Pension Scheme of 8% (3% Employer and 5% Employee)
Our Employee Assistance Programme to support all staff
Refer a Friend scheme

About the role:

As our Customer Relations Officer, you will be working in a call centre environment responsible for the management of the Compliments, Complaints, Customer Portal, Customers Satisfaction and Customer Texting Service process and procedures. Ensuring this is managed effectively and efficiently, you must be focused on delivering customer service excellence to ensure the right outcomes are achieved.  

Key responsibilities as our Customer Relations Officer will include:

Managing the end-to-end process for all information received maintaining the Compliments and Complaints register and customer portals
Recording accurate, and valuable information directly into the Compliments and Complaints Register, our Job Management Systems, and Client Databases
Ensuring Compliments and Complaints are being dealt with in a timely manner
Providing customer service excellence for all internal and external customers
Ensuring Complaints and Compliments are addressed by following our Integrated Management System processes and procedures, highlighting, and escalating when this does not happen to ensure its not repeated
Working closely with the Repairs Management Teams to identify the root cause of a complaint and ensure the corrective action is undertaken to resolve the complaint in a timely manner for the Customer
Ensuring you manage customer satisfaction feedback from the portal to identify issues to resolve immediately and trends to be addressed for continual improvement
Working with Repairs Management Teams to learn lessons and prevent similar complaints in the future
Using data and measures to monitor performance of Complaints and Compliments that identify areas for improvement
Ensuring you have an understanding of the service delivery model and our purpose “Right Work at the Right Time”
Assisting with any other administrative activities that are required to support the team, to effectively manage the service

What we are looking for in our Customer Relations Officer:

Knowledge of building maintenance activities and the causes of complaints received (Desirable)
GCSE or equivalent grade C or above in Math and English
Customer Service qualification (Desirable)
Minimum of 2 years Customer Service Experience
Have previous complaint or dispute handling and investigation experience
Be very comfortable to operate in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude
Possess good interpersonal skills and ability to communicate at all levels in a professional manner
Able to communicate with the workforce and be able to remain professional even when issues are contentious
Have an empathetic, patient and positive attitude
A confident and professional telephone manner
Have good intermediate computer skills in all MS Office applications and be very comfortable with using MS Excel to manage registers and manipulate data
IT literate and able to learn quickly to be comfortable in using Mountjoy and Client job management systems
Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste

If you feel you have the skills and experience to become our Customer Relations Officer then please click “apply” now – We’d love to hear from you!

Mountjoy is an Equal Opportunities employer and a member of the Disability Confident Scheme. We are also a member of the Hampshire Construction Training Association