Customer Experience Specialist 12 Month FTC (m/f/d)
Role Purpose:
To create long-term, trusting relationships with our customers and site contacts throughout the lifecycle of a development and provide a seamless customer journey. The Customer Experience Specialist is the key point of contact for customers post order, developing a culture of customer satisfaction through the timely, pro-active and thorough handling of all warranty and related technical queries, questions and site progress requirements from inception to completion. Operating strictly within FCA and other relevant Regulations.
Your Responsibilities:
* Account ownership and end-to-end management of the customer journey and experience.
* Deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication.
* Work to internal personal and team Key Performance Indicators.
* Frequently liaise with sales, surveying, and all other teams as necessary to develop cross-working relationships and facilitate an excellent experience for the customer.
* Take responsibility for actions and own issues.
* Proactively make frequency-based progress calls and support the team to do this.
* Serve as the lead point of contact for all customer account management matters, remote technical staff, and all internal departments regarding the progression of site development.
* Provide Extranet support for new customers.
* Build and maintain strong, long-lasting client relationships.
* Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
* Identify to the Head of Segment any contentious/litigious issues at the earliest opportunity.
* Collate daily figures to add to the CSU End of Night report.
* Ensure Crisp contains correct information provided by the risk management teams to include names, email information, and contact information.
* Accurately record and log interactions with customers and update account information.
* Undertake any other duties and administrative work as reasonably required.
* Review own job description at least annually, updating as necessary in conjunction with HR.
* Comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
* Index documents to internal folders received from customers, surveyors, and any 3rd party.
* Chase customers/surveyors for outstanding documentation.
* Conduct file reviews on plots reaching completion.
* Deal with customer queries from both internal and external customers (surveyors and customers/site-based queries).
* Gather completion forecast data to provide to senior staff within Key Nationals.
* Support additional technical staff such as Design Surveyors and Engineers.
Your Skills & Experience:
* Highly motivated and well-organised, displaying a positive mindset and high energy.
* Excellent knowledge of Customer Service and prior experience is desirable.
* Confident in escalating and discussing issues with senior colleagues.
* Ability to follow and champion the MDIS culture and values.
* High level of interpersonal skills, with the ability to build relationships and remain open and honest.
* Demonstrable ability to use own initiative, with confidence to put forward new ideas and is flexible in personal approach.
* Committed to being a strong team player and remaining positive and approachable.
* Ambitious, willing to go above and beyond, and driven in achieving company goals and personal objectives.
* Competent in Microsoft Office namely: Word, Excel, and Outlook.
* Experience managing multiple customers using various methods of communication.
* Experience in using a computerised data management system is desirable.
* Experience in outbound telephone calling.
* Good planning and organisational skills.
* Demonstrate ability to use own initiative and be flexible in personal approach.
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