Role: Customer Experience Specialist
Hybrid working - 2 days per week in office
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:
1. Account ownership and end management of the customer journey and experience.
2. Deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication.
3. Work to internal personal and team Key Performance Indicators.
4. Frequently liaise with sales, surveying, and all other teams as necessary to develop cross-working relationships and facilitate an excellent experience for the customer.
5. Take responsibility for actions and own issues.
6. Proactively make frequency-based progress calls and support the team to do this.
7. Serve as the lead point of contact for all customer account management matters, remote technical staff, and all internal departments regarding the progression of the site development.
8. Provide Extranet support for new customers.
9. Build and maintain strong, long-lasting client relationships.
10. Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
11. Identify to the Head of Segment any contentious/litigious issues at the earliest opportunity.
12. Collate daily figures to add onto the CSU End of Night report.
13. Ensure Crisp contains correct information provided by the risk management teams, including names, email information, and contact information.
14. Accurately record and log interactions with customers and update account information.
15. Undertake any other duties and administrative work as reasonably required.
16. Review own job description at least annually, updating as necessary in conjunction with HR.
17. Comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
18. Index documents to internal folders received from customers, surveyors, and any third party.
19. Chase customers/surveyors for outstanding documentation.
20. Conduct file reviews on plots reaching completion.
21. Deal with customer queries from both internal and external customers (surveyors and customers/site-based queries).
22. Gather completion forecast data to provide to senior staff within Key Nationals.
23. Support additional technical staff such as Design Surveyors and Engineers.
Your Skills & Experience:
1. Highly motivated and well-organised, displaying a positive mindset and high energy.
2. Excellent knowledge of Customer Service; prior experience is desirable.
3. Confident in escalating and discussing issues with senior colleagues.
4. Ability to follow and champion the MDIS culture and values.
5. High level of interpersonal skills, with the ability to build relationships and remain open and honest.
6. Demonstrable ability to use own initiative, with confidence to put forward new ideas, and is flexible in personal approach.
7. Committed to being a strong team player and remaining positive and approachable.
8. Ambitious, willing to go above and beyond, and driven in achieving company goals and personal objectives.
9. Competent in Microsoft Office, namely Word, Excel, and Outlook.
10. Experience managing multiple customers, using various methods of communication.
11. Experience in using a computerized data management system is desirable.
12. Experience in outbound telephone calling.
13. Good planning and organisational skills.
14. Demonstrate ability to use own initiative and be flexible in personal approach.
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