New structure delivers improved client and customer experience
Liberty are the go to people for property services. As an award-winning property services company, specialising in repairs and maintenance, gas services and construction projects, we work with landlords, local authorities and private sector companies, servicing over a quarter of a million homes across the UK.
Following an extremely unpredictable, severe weather spell earlier this year, we have worked with our clients and listened to customers’ comments in order to provide a continuously improving, value for money service.
Following this feedback, our back office and frontline customer service functions are being restructured. We have created a dedicated customer service team, trained with the sole purpose to deliver excellent customer care, handling all contacts and dealing with enquiries with a focus on first time resolution and customer satisfaction.
This new customer service team will form our 24 hour, 365 days per year, seamless contact centre; ensuring services are available and handled correctly and efficiently through our state of the art, multi-channel systems. New software will open new methods of contact for customers; web chat, email and text can be handled alongside calls providing a fast and efficient, omni-channel response.
The new structure allows us greater control of each aspect of the repairs, installations and servicing cycles, allowing customer service staff to provide an excellent customer experience and meet all standards and performance indicators, whilst freeing up this time from the scheduling team to enable them to focus on the productivity of our engineers and operatives and provide optimal contract performance. Our works coordinators will have the autonomy to focus fully on the contract, ensuring efficient deployment of jobs and that subsequent associated administration is completed in a much improved and timely manner.
All staff will continue to receive regular training and engage in review meetings to ensure we are continually improving and high standards are maintained. Clients will continue to have a single member of staff focusing on the contract, as we recognise that this is an important factor of the contract management.
Phone systems - The new phone system was procured and installed during the summer months across all Liberty premises. It features a universal queue, which allows digital contact methods to be recorded and reported on and uses the same method as traditional calls to handle and monitor traffic. The system has been fully embedded and allows calls, email, web chat, social media and text to be distributed to the staff through unique client queues. The queues and recorded greetings can be modified based on client preferences and we can also offer a callback function which will retain the position in the queue to greatly reduce call waiting times. We would welcome your comments and feedback on your client telephone options and where possible will make changes based on your suggestions. A combined workforce management system ensures our call handling resources are optimised and scheduled appropriately for fluctuating contact volumes and provides robust disaster recovery options for all our nationwide offices.