Job Description
Customer Care & Defect Surveyor – Job Description
Duties
Work for a small team, reporting directly to the Team Leader/Delivery Director.
Clients
* Housing Associations
* Local Authorities
* RSLs
Reward Benefits
* Competitive salary
* Discretionary bonus incentive
* Pension contributions
* Private medical insurance
* 28 days holiday (incl. Bank Holidays)
* 3-4 days during Xmas period (at Directors discretion)
* 1 day off for birthday
Knowledge & Understanding
* Experience of delivering excellent customer care and service in a busy organisation.
* Experience of working with contractors and supply chain partners and monitoring of service standards.
* Understanding of working within KPI’s and Service Level Agreements.
* Experience of complaints handling and follow-up procedures.
* Ability to work as part of a team but also have self-motivation to manage and be responsible for own workload whilst demonstrating the ability to work well in a high pressurised environment.
Attributes
* High level of attention to detail and accuracy in work.
* Strong interpersonal skills, with the ability to collaborate effectively in a team environment.
* Self-motivated and proactive with a keen interest in ongoing professional development.
* Flexibility and willingness to travel to various sites as required
* Adaptability in handling a variety of projects simultaneously.
* Commitment to continuous improvement and staying updated with industry trends.
Must Have
* Full UK Drivers licence.
* Able to live and work in the UK.
* Willing to travel to sites as well as the office based in Sevenoaks in split office/site-based role.
* Own car
Skills & Requirements
* Strong analytical and problem-solving skills, with the ability to identify and address building defects.
* Excellent written and verbal communication skills, capable of producing clear, concise, and accurate reports.
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
* Competence in using surveying software, including AppCan.
* Effective time management skills, with the ability to prioritise tasks in a busy environment.
* Recording of defects immediately on the Defects Management Database capturing all necessary details.
* Seeking advice where it is unclear whether the issue is a defect.
* Liaise with third parties to ensure that defects are remedied.
* Maintain records and ensure the Defects Management Database is up to date with progress as well as Client Management Systems.
* Pro-actively chase sub-contractors regarding the status of reported defects and required actions where applicable.
* Deal with all client/customer email and phone queries.
* To inform all clients in accordance with KPIs the status of all reported defects.
* Develop strong working relationships with the field service technicians and sub-contractors.
* Liaise with the technical teams as appropriate.
* To ensure all defects reported at the End of Defects Liabilty Period are completed and support scheme closures.
* Contribute to End of Defects Team management reports with relevant data collection.
* To aid in securing the end of defect fees including chasing client approvals, drafting contract paperwork and drafting fee invoices.
* Support the End of Defects Team in other tasks and activities as appropriate.
* Undertaking defects inspections linked to the Sevenoaks office and issue survey lists captured on inspection software.
* Undertake de-snagging support inspections where appropriate.
Knowledge & Understanding
* MS Office (Word, Excel, Outlook)
* Database Knowledge
* Customer Service
* Understanding of Defects/Repairs
* Undertaking site inspections
* Identifying defects
* Ability to drive, own and ensure your vehicle, hold full driving license