Customer Relations Advisor / Customer Care Coordinator
Are you passionate about delivering exceptional customer experiences in the housing sector?
Do you thrive in a collaborative environment where your efforts make a real difference?
If so, we've a fantastic opportunity here for a Customer Relations Advisor, based at my client's office in Rochdale.
The Employer:
My client is the North West regional division of a 5-Star PLC Housebuilder who works across the UK through various regional offices, delivering at the affordable end of the housing market, often targeting first-time buyers and second-steppers with an affordable yet quality and high-spec build.
The Role:
As a Customer Care/Relations Advisor, you will play a pivotal role in ensuring the delivery of a 5-Star customer experience.
This role will see you working with customers around reported defects and snags in their new build homes. By liaising with the Customer Care Manager, on-site build teams, Customer Care Technicians, and externally based sub-contractors, you will ensure these issues are rectified in a speedy fashion, with quality and customer satisfaction being the ultimate priority.
You Will:
* Efficiently manage all regional complaints, ensuring timely resolution and compliance with industry and internal group quality codes.
* Champion the customer journey, supporting the continuous drive to deliver 5-Star customer service.
* Handle inbound customer emails, calls, and manage voicemail messages.
* Respond to all enquiries within SLAs and manage the Customer Care email inbox effectively.
The Ideal Candidate Will:
* Have excellent customer relationship management skills, both online and face-to-face.
* Have strong communication skills, written and verbal, with a focus on customer service.
* Be proficient in Microsoft packages (Word, Excel, PowerPoint, Outlook).
* Have previous experience in a customer service role in the housing sector.
* Be able to work collaboratively in a team environment.
* Preferably have previous understanding and appreciation of build methods, NHQC, and customer service practices.
Package Highlights:
* Competitive salary of between £23,000 and £28,000 (DOE).
* Holidays: enjoy 26 days per annum, plus bank holidays.
* Discretionary Bonus Scheme: Recognizing contributions with bonuses.
* Holiday Buy Back Scheme: Flexibility to manage time off.
* Company Pension Scheme: Secure your future with a pension plan.
* Private Medical Insurance Scheme: Comprehensive healthcare coverage.
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