Customer Liaison Assistant

The Role

We are seeking a Customer Liaison Assistant to join our team based in Edinburgh. The role is customer service driven, responsible for daily liaison with customers over the phone, answering queries, troubleshooting and offering solutions while providing the excellent service our clients expect.

Key Duties and Responsibilities

• Manage all calls and emails received into the department and log issues onto our ERP system, COINS.
• Take ownership of queries, resolve non‑complex issues independently and escalating more complex issues to the Head of Customer Service.
• Liaise between Site Management teams, Customer Care Technicians and external sub‑contractors to ensure remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and company SLA.
• Maintain reasonable timescales for customers for any remediation works and keep customers informed throughout the process.
• Provide administrative support to the Customer Service Department, including checking invoices and forwarding for payment.
• Prepare, collate and provide defect reports.

Qualifications and Requirements

• Strong administration skills with proficiency in Microsoft Office (Word, Excel).
• Experience in a complaint handling environment with a focus on customer experience.
• Highly organised, able to work under own initiative, manage time effectively in a fast‑paced customer service environment.
• Flexible and adaptable to changing requirements.
• Good verbal and written communication skills.
• Basic understanding of customer service.
• Numerical and literacy skills.

Benefits

• Competitive salary with discretionary bonus.
• Buy, Sell and Accrual holiday scheme.
• Private health care.
• Company pension.
• Life assurance.Exclusive Avant discount platform.

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