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:
* Experience of working in a professional secretarial/administration or Customer Care role, ideally within construction is preferred.
* Exceptional Customer Service skills, face-to-face, over the phone, and in writing.
* Natural problem-solving ability, strong organizational skills, and the ability to react positively to change.
* High level of discretion and attention to detail is essential.
* Ability to adapt between dealing with different stakeholders, clients, residents, and trades.
* Comfortable working in a fast-paced and demanding environment.
* Extremely quick learner and good listener; knows when to ask questions.
* Ability to work in a team environment as well as independently; being a team player is critical to the role.
* Computer literate – competent with Microsoft Office applications and willingness to learn unfamiliar software/technologies.
Main Responsibilities:
* Deal with all means of communication and admin that relate to Customer Care.
* Act as a point of contact for owners, agents, trades, and clients with queries relating to defects on completed and retained developments.
* Resolve any validated complaints in a quick and efficient manner, seeking direction where required.
* Ensure that any work carried out coincides with the purchaser’s satisfaction.
* Designate any Customer Care Technicians, suppliers, and sub-contract trades when defects issues arise.
* Make appointments in line with coordinating diaries of the Customer Care Technicians, suppliers, and sub-contract trades.
* Update and maintain snagging/defect records daily and accurately.
* Where required, chase trades/suppliers for updates.
* Bring to the attention of the Construction and Technical teams any persistent faults.
* Designate the works successfully while ensuring the management of costs is minimized.
* Create Homeowner Guides for our developments.
* Chase all necessary documentation from Contractors as well as the Site and Technical teams for Handover Packs & save these in the relevant folders.
* Liaise with our Housing Associations clients to ensure everything is as per their requirements.
* 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.
* Action snagging reports for EOD inspections.
* With the assistance of the Construction Team, obtain serial numbers for appliances and register the guarantees for properties that are being retained for rental.
* Take meter readings and accurately update these to the relevant utility providers.
* Tag key seats as necessary.
* Come up with innovative ideas and ways to improve processes.
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