Customer Services Assistant

Role overview

At Pimlico Plumbers, part of the Neighbourly family, this position sits at the centre of customer complaint handling and service recovery. The company has grown since 1979 by focusing on strong customer service and effective sales, and this role helps protect that reputation while supporting a high-quality customer experience.

You will act as the main contact for customer complaints, working carefully and professionally to resolve issues, maintain service standards, and contribute to continued growth across the home services business.

Key duties

• Receive complaints by phone and email, then enter and maintain accurate records of each case.
• Capture all important details such as the issue raised, customer information, and relevant time stamps.
• Carry out detailed investigations into complaints and work with franchisees, internal teams, and line managers to gather facts.
• Identify the underlying cause of problems to support a proper resolution.
• Keep customers informed throughout the process with clear, proactive updates.
• Set expectations sensitively and honestly, while showing empathy and professionalism.
• Take responsibility for each complaint from first contact through to final closure.
• Complete the actions needed to resolve cases within agreed timeframes and to a satisfactory standard.
• Contact customers after service visits to understand how satisfied they are and collect feedback.
• Use customer feedback to spot improvements that can strengthen service quality.
• Encourage happy customers to leave positive reviews on Google, Trustpilot, and Facebook.
• Respond to customer reviews, both good and bad, using approved templates and aiming to reply within 48 hours.

Experience and requirements

Applicants should have prior experience handling customer complaints or resolving service issues. The ideal person can stay calm under pressure, manage difficult conversations professionally, and work through problems efficiently. Experience with complaint management systems and escalation procedures is highly desirable.

Personal attributes

• Clear and open communicator
• Customer-centric approach
• Well organised
• Self-driven and hardworking
• Strong problem-solving ability
• Hands-on and proactive
• Comfortable working as part of a team

Success measures

• All complaints should be handled and resolved within the agreed timescales.
• Customer reviews should be answered promptly, with a target of responding within 48 hours using approved response wording.

About Neighbourly

Neighbourly, spelled without the letter u, began more than 40 years ago in the United States as a small family business. It has since become the world’s largest home service company, delivering premium service experiences across homes and businesses through a franchised model. The business entered the UK in 2010 with a focus on building and developing premium brands in the home services sector.

Over the past 14 years in the UK, the company has expanded to more than 330 locations across 6 brands and employs over 4,000 frontline staff. It has built a reputation for investing in its brands and supporting franchisee development, with steady year-on-year growth.

Our brands

• Pimlico Plumbers London
• Drain Doctor
• Bright & Beautiful
• Countrywide Grounds Maintenance
• Dream Doors
• Greensleeves Lawn Care

Additional information

Brand: PIM UK Pimlico.