My client is looking for a professional, approachable, and customer-focused individual to join their Customer Care team. The ideal candidate will have excellent communication skills while being able to adapt to a fast-paced customer service environment.
Required Personal Qualities, Background & Qualifications:
1. Experience of working in a professional secretarial/administration or Customer Care role, ideally within construction is preferred.
2. Exceptional Customer Service skills, face-to-face, over the phone, and written.
3. Natural problem-solving ability, strong organisational skills, and ability to react positively to change.
4. High level of discretion and attention to detail is essential.
5. Ability to adapt between dealing with different stakeholders, clients, residents, and trades.
6. Comfortable working in a fast-paced and demanding environment.
7. Extremely quick learner and good listener. Know when to ask questions.
8. Ability to work in a team environment as well as independently. Team player is critical to the role.
9. Computer literate - competent with Microsoft Office applications and willingness to learn unfamiliar software/technologies.
Main Responsibilities:
1. Deal with all means of communication and admin that relate to Customer Care.
2. Be a point of contact for owners, agents, trades, and clients with queries relating to defects on completed and retained developments.
3. Resolve any validated complaints in a quick and efficient manner, seeking direction where required.
4. Ensure that any work carried out coincides with the purchaser's satisfaction.
5. Designate any Customer Care Technicians, suppliers, and sub-contract trades when any defects issues arise.
6. Make appointments in line with the coordinating diaries of the Customer Care Technicians, suppliers, and sub-contract trades.
7. Update and maintain snagging/defect records daily and accurately.
8. Where required, chase trades/suppliers for updates.
9. Bring to the attention of the Construction and Technical teams persistent faults.
10. Designate the works successfully while ensuring the management of costs are minimized.
11. Create Homeowner Guides for our developments.
12. Chase up all necessary documentation from Contractors as well as the Site and Technical teams for Handover Packs & save these in the relevant folders.
13. Liaise with our Housing Associations clients to ensure everything is as per their requirements.
14. Assist the Site Teams with the preparation of a site for completion by carrying out regular site visits and completing plot quality control sign off.
15. Action snagging reports for EOD inspections.
16. With the assistance of the Construction Team, obtain serial numbers for appliances and register the guarantees for properties that are being retained for rental.
17. Take meter readings and accurately update these to the relevant utility providers.
18. Tag key seats as necessary.
19. Come up with innovative ideas/ways to improve processes.
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