Customer Care Representative



Customer Care Representative, Essex Temporary £13.15 per hour (Must hold a clean drivers licence – vehicle provided)

My client are seeking a Customer Care Representative on a temporary basis located out of their site in Essex.

Main responsibilities:
To act as an ambassador in front of customers and members of the public, as well as other stakeholders including business owners, retail outlets and other representatives, you will:
Present a professional, personable, and reassuring face to the business
Communicate directly with customers to inform, advise, and educate, and ensure that people are aware of the work we do, how it might affect them and, where necessary, to take responsibility for supporting them
Support the operational teams in their communications with customers and others
Act as an exemplar of customer service excellence both in the public domain and when working in the offices and depots
Communicate directly with customers on the doorstep while working collaboratively with the operational teams and Site managers
Be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints.

Job responsibilities
Follow, complete and champion the CARE process at the start and end of each project, visiting all customer properties.
Comply with the requirements of the CAREs Control Hub forms and ensure it is properly and honestly completed.
Coach operatives on the CAREs process and Control Hub forms
Ensure each customer knows all relevant information relating to the project in hand.
Complete Priority Services Register PSR requirements.
Identify customers who will require further assistance while work is ongoing and ensure there are structured handovers to the operational teams on site.
Attend regular planning meetings, working with the local area to effectively plan for door knocking.
Produce additional bespoke communications as and when required.
Review CSAT, complaint and enquiry statistics relating to their local area and teams, for knowledge sharing and performance improvement purposes.
Take on multiple task and ensure they are properly prioritised and balanced.
Ensure customers understand their rights with respect to the General Data Protection Regulations.

Person specification (Experience/knowledge/qualifications)
Operational and technical leadership
The Customer Care Representatives needs a good understanding of core customer values and behaviours, ensuring they not only exemplify them but encourage others in the business to do so as well.
Actively support customer strategy and the local customer action plans.
Ensure that all customer actions are aligned with the customer strategy and action plans.
Engage, include, understand and respond to customers in a timely manner.
Respect customers’ busy lives and make sure promises are delivered.
Commit to putting customers first and achieving high levels of service and satisfaction.

Corporate leadership
Live up to the expectations of the business with respect to its systems and processes, its behaviours, values and wider business themes, and demonstrate an ability to manage upwards as well as downwards if the approach of others is not in line with these.
Develop robust relationships with managers and leaders across the business and in the client organisation.
Act as a role model for excellence, entrepreneurship, and collaborative working.

Personal leadership
Have an ability to build relationships inside and outside of the business at all levels; to reach out to people; to be a team player; to be collaborative and sharing
Be adaptable and flexible in their dealings with others, naturally understanding the need to negotiate, accommodate, to respond to new business priorities and to accept that change is a constant

General requirements
Experience in a customer service role.
Conscientious with the tenacity and resolve to see things through.
Organised and punctual.
Articulate and good at explaining things.
Thorough, with good record keeping.
IT literate, including Microsoft Office – Intermediate Word, Excel, Outlook and internet/intranet capabilities.
Full, valid UK driving licence.

Working hours 40 hours, normally Monday to Friday, 8.00am to 5.00pm. There may be a requirement to work shifts between the hours of 8.00am and 8.00pm, as well as some weekends.

If you have the above skill set, please apply today with your CV for further information

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