Customer Owner

Job Reference

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

31/01/2022

Job Location

Norwich

Job Postcode

Salary Benefits

Role Purpose

You will be responsible for taking calls from domestic and commercial customers, managing claims and ensuring customers receive excellent service. You will ensure customer claims are managed and completed efficiently from start to finish. You will be responsible for processing and ordering locks and glass through internal IT systems.

Evander Vision & Mission

We believe that where you live and work should always be safe, secure and smart.

Believe in the future of Evander and build a profitable £100M+ business together. Listen to our colleagues and create a great place to work where people feel trusted to make a difference. Love our customers and go the extra mile.

#WeAreEvander

Key Accountabilities & Activities

  • Undertake accurate and timely processing of instructions to include validation in accordance with agreed SLA's, policy and procedures.
  • Communicating and liaising with Customers, Insurance Companies, Contract Clients, Branches and Engineers in respect of the management of jobs.
  • Provide an excellent customer service and keep key stakeholders informed of progress at all times using telephone and email.
  • Coordinating emails and calls including new work requests and queries in a timely manner using organisation and prioritisation skills.
  • Updating in house system as a customer owner in a timely and accurate manner.
  • Accurately pricing, ordering and arranging delivery of products.
  • Collate and record accurate information on our internal systems.
  • Dealing with urgent client queries or complaints effectively.
  • Escalating complaints where required in line with FCA guidelines.
  • Maintaining own admin duties.
  • Effectively and efficiently deploy engineers around the network throughout the UK.
  • Working to developmental targets, linked to your career development.

Experience and Personal Attributes

Essential

  • Experience of working in a telephony based, customer focused environment.
  • Outstanding customer service skills
  • Highly customer focused with the ability to manage on-going customer relationships, understand customer needs and deliver an individualised, tailored service.
  • Excellent organisational skills with the ability to prioritse and multitask on a daily basis.
  • Excellent verbal and written communication skills.
  • Ability to communicate effectively with customers and stakeholders on a face-to-face basis, via telephone and via email.
  • Strong interpersonal skills and the ability to manage a fluctuating workload.
  • Knowledge of Excel, Word, Outlook and Microsoft packages.
  • Good problem solving skills and ability to use own initiative.
  • Able to work collaboratively as part of a wider team.
  • Able to work under pressure and to tight deadlines.
  • Ability to present oneself in a professional manner when dealing with the customers and stakeholders of the business.


Personal Attributes

• Resilient under pressure

• Strong customer service ethos

• Flexible attitude to work

• Attention to detail

• Diligent

• Empathetic

• Ability to build strong rapports with customers and stake-holders

Desirable:

• Experience of working within an account management role or previous experience of managing a high turnover of customers.

• Experience of writing management reports

Other important things…

  • Act as an ambassador for our brand values, actively promoting and applying these values wherever possible.
  • Comply with Health & Safety requirements of the Company, keeping ourselves and each other safe at all times.
  • Take the time to understand and work within Evander’s policies, procedures and ways of working.
  • Uphold the company’s equal opportunities policy and ensure that any discriminatory practise within the workplace is appropriately challenged.
  • Adhere to all aspects of confidentiality and Data Protection to comply with the law, observing all policies and guidelines.
  • The post holder will be required to undertake such other duties as may be required within the competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
  • A full UK drivers’ licence and the ability to travel nationally where required.
  • The flexibility for some overnight stays as and when required.

Valuing Diversity and Inclusion, we aim to create a workforce that is representative of society where colleagues can be themselves. We know that embracing differences enhances Evander’s operational capabilities and helps to create a Great Place to Work. We are proud to celebrate diversity where individuals are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion, or ability.