Customer Care Executive Customer Care Executive Central London & Hybrid Working £35,000 -£40,000 This is an exciting and rare opportunity to join a growing, dynamic and successful developer as their Customer Care Executive on their Customer Care team. This role is perfect for someone who has experience in a customer care or customer service related role within the property, housing or construction industry, and who is looking to work for a company with a strong moral compass within a fun and fair working environment. The main objective of a CC executive is to assist the existing Customer Care team in providing a high quality customer focused service to purchasers and customers who are in the process of, and already have, purchased or rented home. Customer Care Executive Scope: To identify ways to measure customer satisfaction and improve service To communicate courteously with customers by telephone, email, letter and face-to-face To improve any existing customer service procedures, policies and standards To work with other areas of the business to identify possible improvements to customer service where required To actively participate in meetings with customers, contractors and other external parties where necessary. To chair meetings where required To ensure that all customer facing materials are kept up to date in accordance with changes in legislation or company processes To be proactive with regards to streamlining how we operate as a team and offer suggestions on how the service we offer customers can be improved To manage relationships with other teams within the company and external contractors to ensure customer expectations are met or exceeded Customer Care Executive Key Functions: To take ownership of and manage a portfolio of developments To monitor reported defects and respond to any customer query within 48 hours. Holding emails to be sent to customers where there is no meaningful update to be given Screen, assess and direct property defect enquiries on our reporting system and update the customer of progress and conclusion Maintain reasonable timescales for customers for any remediation works, and ensure that customers are kept informed throughout any works taking place in their home To investigate and solve customers' problems before they escalate To attend site when necessary to investigate ongoing issues that require customer care input To identify a policy for and issue compensation to customers where appropriate To set up a system to keep accurate records of historical defects or recurring issues within schemes To create and take ownership of the expenditure tracker, reporting to the Head of Customer Experience when there are any major expenditure items or when we are approaching the budget limit for that quarter To monitor any defects that are not closed within the agreed KPI and raise with the Employer’s agent if appropriate To develop technical knowledge of schemes and the design specification To report on any major defects in the weekly customer care meeting £35,000 - £40,000 plus benefits Hours: Monday to Friday 9 am - 6 pm Central London & Hybrid Working 6 month FTC Please contact us immediately for more information on this role as a Customer Care Executive CM5870