Customer Service Team Member

Salisbury Linen Services is a dedicated healthcare laundry supplier operating across the South East/ South West and Lower London areas

ROLE

CUSTOMER LIASON - LAUNDRY ADMINISTRATOR

DESCRIPTION

As an administrator, you will be responsible for helping the smooth running of the business by ensuring filing and documentation is kept up to date. Duties may include using specialist computer software and understanding the requirements of the business you are working in. You will also be required to be customer-facing - via email, phone, or greeting visitors.

The Customer Liaison part of the role is responsible for delivering exceptional customer service. The role ensures customer expectations are met or exceeded through effective communication, issue resolution, performance monitoring and continuous improvement.

RESPONSIBILITIES

Preparing, organising and storing information in paper and digital form

Dealing with queries on the phone and by email

Managing diaries, scheduling meetings and booking rooms

Arranging post and deliveries

Taking minutes at meetings

Typing up letters and reports

Updating computer records using Spreadsheets or databases

Printing and photocopying

Ordering office supplies

Maintaining office systems

Liaising with staff in other departments, e.g. finance, HR

Working in an office.

Liaise with customers to identify and discuss the linen contract.

Take ownership and manage customers’ expectations.

Provide an end-to-end service for the customer.

Identify and implement solutions to resolve any issues that may result in a dissatisfied customer.

Ensure own compliance with Quality procedures.

Organise and chair regular monthly meetings where KPI’s and all issues are discussed.

Deal with queries from the customer and ensure questions are directed to the correct place for resolution.

Escalate situations early to General Manager to assist in managing operational risk.

Relay information to other internal stakeholders in incident situations

Ensure own compliance with contingency plan procedures during incidents.

Send satisfaction survey to customer through the agreed communication channel to understand if they are fully satisfied with the work that has been completed.

Identify service failures and feedback to improve customer satisfaction process Key measures & targets:

Encourage customer participation in sustainability initiatives where appropriate, such as reusable packaging, recycling programmes and environmental reporting.

REQUIREMENTS

• Be thorough and pay attention to detail.
• Able to work well with others.
• Able to work on your own.
• Sensitivity and understanding
• Flexible and open to change
• Customer service skills
• Able to use a computer and the main software packages competently.

• Demonstrate excellent problem analysis and problem-solving skills.
• Demonstrate the ability to remain calm, tolerant and professional in a stressful and demanding environment
• Ability to deal with disappointed customers
• Excellent communication skills both written and verbal
• Numerate / able to produce statistics and business reports for internal and external use
• Self-confident with high level of personal impact.