Customer Experience Specialist Company HSB Location Birkenhead, United Kingdom Role: Customer Experience Specialist Location: Birkenhead 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: - Account ownership and to end management of the customer journey and experience. - To deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication. - Working to internal personal and team Key Performance Indicators. - Frequently liaising with sales, surveying and all others teams as necessary to develop cross working relationships and facilitate an excellent experience for the customer. - Taking responsibility for actions and owning issues. - Proactively making frequency based progress calls and supporting the team to do this. - Serve as the lead point of contact for all customer account management matters, remote technical staff and all internal departments as to the progression of the site development. - Providing Extranet support for new customers. - Build and maintain strong, long-lasting client relationships. - Ensure the timely and successful delivery of our solutions according to customer needs and objectives. - To identify to the Head of Segment any contentious/litigious issues at the earliest opportunity. - Collate daily figures to add onto the CSU End of Night report. - Ensuring Crisp contains correct information provided by the risk management teams to include names, email information and contact information. - Accurately records and logs interaction with customers and update account information. - Undertake any other duties and administrative work as reasonably required. - To review own job description, at least annually, updating as necessary in conjunction with HR. - To comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules. - Indexing documents to internal folders received from customers, surveyors and any 3rd party. - Chasing customers/ surveyors for outstanding documentation. - Conducting file reviews on plots reaching completion. - Dealing with customer queries from both internal and external customers (surveyors and customers/ sitebased queries). - Issuing cover notes on demand. - Completing site re-allocations on demand. - Gathering completion forecast data to provide to senior staff within Key Nationals. - Supporting additional technical staff such as Design Surveyors and Engineers. Your Skills & Experience: - Highly motivated and well organised, displaying a positive mind-set and high energy - Excellent knowledge of Customer Service and prior experience is desirable o Confident in escalating and discussing issues with senior colleagues - Ability to follow and champion the MDIS culture and values o High level of interpersonal skills, with the ability to build relationships and remain open and honest - Demonstrable ability to use own initiative, with confidence to put forward new ideas and is flexible in personal approach - Committed to being a strong team player and remaining positive and approachable - Ambitious, willing to go above and beyond and is driven in achieving company goals and personal objectives. - Competent in Microsoft office namely: word, excel and outlook - Experience managing multiple customers, using various methods of communication - Experience in using computerised data management system is desirable - Experience in outbound telephone calling - Good planning and organisational skills - Demonstrate ability to use own initiative and flexible in personal approach