Customer Service Assistant

At Pimlico, our aim has always been to source London’s top trade professionals and corporate staff. We believe that we stay the best by recruiting the best, maintaining our reputation as London’s leading service company.

Since our inception in 1979, our story has been one of steady progress and year-over-year expansion. Today, our company is London’s largest independent servicing and maintenance company. Completing more than 100,000 jobs a year, with our multi-skilled, multi-trade teams of more than 230 franchisees, in and around the M25.

In 2021, Pimlico was acquired by Neighborly, the world’s largest franchisor of home service brands. Neighborly has 31 brands across 19 service verticals and nearly 1,500 associates operating in nine countries.

Role Summary

The role will entail you investigating customer complaints and understanding the reason for the complaint. You will be required to look into job details to ensure you understand what work has been delivered to our valued customers and review if we need to escalate this issue to review the work delivered in person or if there are no grounds to continue with the complaint.

Key Responsibilities

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Logging and accurately documenting customer complaints received via phone and email, ensuring all relevant details are recorded.

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Conducting thorough investigations of customer complaints by coordinating with service engineers, internal departments, and line managers to gather necessary information and understanding the root cause of the issues.

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Proactively communicating with customers throughout the complaint resolution process, providing regular updates on the progress made and expected timelines for resolution.

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Taking ownership and ensuring timely closure of each complaint, ensuring all necessary actions are taken to resolve the issue to the customer's satisfaction.

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Demonstrating a consistently high standard of service and professionalism when handling complaints, from initial contact to final resolution.

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Contacting recently serviced customers to assess their satisfaction with the work performed by Pimlico Plumbers, actively seeking feedback to identify areas for improvement.

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Engaging with customers to promote positive reviews on various websites that promote the company, effectively communicating the importance of their feedback in maintaining the company's reputation and driving business growth.

Skill Required

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Good communication skills (listening and speaking)

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Good telephone manner

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Excellent Customer Service skills

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Great organisational skill