Purpose: To be the first point of contact with our customers, ensuring customer satisfaction in line with our service strategy, working as part of a team to provide a comprehensive customer experience. Key Responsibilities: Ensure effective customer contact is achieved within set timescales, and in line with policy and procedure, using all communication platforms, including taking telephone calls and responding to e-mails/webchats. Respond to online customers general/ repairs enquiries and provide standard written responses in line with guidance. Taking customer repairs calls, diagnosing issues and booking repairs appointments. To maintain accurate and timely record keeping. Participate in training, following identification of needs through a training needs analysis. Take an active role in the implementation of new customer service initiatives. Participate in projects and working groups at the request of the Customer Services Manager. Assist the Customer Services Manager in the implementation of policies and processes aligned with a good customer experience, with a view to improving performance by listening to and acting on customer feedback. Assist with the creation and review of processes for the customer services team and ensure processes are adhered to. Ensure full business continuity is achieved by providing cover for the operation where necessary, this may include working in any of our offices from time to time. Apply professional curiosity to help identify if reside