At Pimlico Plumbers, we’re not just London’s largest independent servicing and maintenance company, we’re also leaders in driving sales through top‑tier customer service. Since 1979, our growth has been fuelled by our commitment to excellence, both in the quality of our services and the effectiveness of our sales strategies. As part of the Neighborly family, we now have even more resources and broader opportunities for career growth in the service industry.
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
- Complaints logging and documentation: 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.
- Thorough investigations: 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.
- Proactive communication: Maintain proactive communication with customers throughout the resolution process. Provide regular updates on progress and expected timelines. Manage customer expectations with clarity and empathy.
- Ownership and timely closure: 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.
- Customer satisfaction assessment: Contact recently serviced customers to assess satisfaction levels. Actively seek feedback to identify opportunities for improvement. Use insights to enhance service quality.
- Promoting positive reviews: 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.
Qualifications
Experience: Previous experience in a customer complaints resolution role.
Candidates should 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.
Behaviours & Attributes
- Open & Clear Communication
- Customer Focused
- Organised
- Self‑Motivated & Hardworking
- Problem Solver
- Proactive & Hands‑On
- Team Player
Critical Success Factors
- Efficient complaint resolution: Resolve all customer complaints within agreed timescales. Demonstrate a strong commitment to effective complaint handling.
- Timely review responses: 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.
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