Client Liaison Officer

FENSA was established in 2002 as a Competent Person Scheme (CPS) in response to Building Regulations for double glazing companies in England and Wales. As the market leader, FENSA is the largest and longest established Competent Person Scheme within the replacement window and door industry. Our role is to enable FENSA registered business to self-certify Building Regulations compliant installation without the need for a separate assessment from Building Control.

As a Client Liaison Officer you will be responsible for looking after our key stakeholders on matters that arise during or after the installation of replacement Windows & Doors.

Your key purpose will be to build and maintain strong relationships with FENSA’s approved IBG Providers and clients. Providing high level customer service and finding suitable, impartial solutions which will contribute to retention.

If you thrive in a customer focused environment, using active listening while being solution focused, possess excellent organisational skills and have a great eye for detail, apply now.

We operate a Hybrid working model.

Key Responsibilities:

• Establish and maintain strong relationships with clients and approved IBG Providers.
• Act as point of contact for IBG Provider inquiries and concerns ensuring this are addressed promptly.
• Deliver clear and professional communication via phone, emails and chat functionality.
• Maintain a professional service for all stakeholders and represent FENSA at external meetings, such as trade shows.
• Collaborate with other departments to ensure problems are addressed and resolve.
• Proactively identify and implement areas for process improvement within IBG, Administration and Customer Service.
• Ensure the Quality Management systems and procedures are always followed.
• Ensure SLA’s are met.

Ideal candidate will have:

• Bachelor’s degree or equivalent in a related field e.g. Business and/or proven experience in client management or a related role.
• Experience of database administration, analysing data sets and report findings concisely.
• Previous customer service experience in both telephone and administration role.
• Experience of CRM software to manage client interactions and data.
• Excellent Microsoft Office skills, including excel for data analysis and reporting.
• Working Knowledge of FENSA registration scheme requirements.
• Knowledge of DLUHC authorisation criteria.
• Knowledge of the role of Certification Bodies and Competent Person Schemes
• Knowledge of accreditation standards; (BSEN17065/PAS2031/PAS2030)
• Experience of registration schemes.
• Experience in liaising with external bodies.
• Basic fenestration knowledge

Skills:

• Excellent written and verbal communication skills with the ability to effectively communicate with stakeholders at all levels.
• Excellent customer focus and interpersonal skills.
• Attention to detail and strong organisational skills.
• Ability to build positive relations with internal and external stakeholders.
• Strong problem-solving abilities.
• Ability to take initiative and prioritise workload.
• Ability to seek new ways of working in an ever-changing environment.
• Ability to work effectively both independently and as part of a team.
• Enthusiastic approach to the business.
• Ability to adapt to new software and technology.
• Ability to take initiative and prioritise workload
• Ability to seek new ways of working in an ever changing world
• Experience working in a regulated environment
• Excellent listening and communication skills both verbally and across multiple written channels

Benefits

• 25 days holiday
• Access to Seasonal Ticket Loan
• Enhanced Employer Pension contribution
• Employee Assistance Programme - 24/7 confidential helpline
• Life Insurance/Death in service benefit

Closing date: 14 April 2024