Role overview: Processing daily defects and EODs for the Customer Service Department, ensuring all processes and procedures are followed and all records are maintained and are accurate at all times. Role Scope: Ensuring that defects are raised, managed and resolved within KPI timescales. Ordering materials as and when necessary. Carrying out effective contra charge processes. Key Results Areas: Delivery Ensure works are completed within their given target date to achieve or exceed Customer Service KPls Log all defects received accurately and in a timely fashion in accordance with the Customer Service processes and procedures Ensure all appropriate contra charge letters are sent to allow maximum cost recovery Ensure weekly reports are sent to clients on time and that they remain accurate Ensure all communication to clients and customers are delivered in a timely fashion and in a professional manner at all times Proactively track target completion dates to avoid them being exceeded Retain focus on EOD process and maintain accurate records ready for client submission upon completion of works Hold weekly Clients meetings to go through all open defects Quality & Compliance Ensure processes are adhered to Maintain and exceed KPI targets Ensure a professional standard of communication is maintained at all times Answer all written and telephone communications to clients and customers and ensure that all end-users are responded to in a professional manner. Customer The booking of all defects is completed within their given date to achieve or exceed KPIs All Customer written and telephone communications are answered in a timely and professional manner Effective liaison with other departments, team members and sub-contractors as required Meets deadlines Communications with Customers is consistently at a high standard Builds effective relationships with internal and external stakeholders Financial Ensure all appropriate contra charge letters are sent to allow maximum cost recovery Ensure all in-house operatives and 3rd party operatives have works booked to maximise efficiencies Obtain estimates and quotes wherever possible and challenge costs Follow the Contra Charge process and ensure maximum cost recovery is made where evidence confirms it is reasonable to do so People Liaise with other departments and team members Liaise with sub-contractors Success Measures: Demonstrates excellent standards of Customer Service, understanding their needs and delivering on promises Meets and often exceeds Customer Service KPI’s Achieves excellent customer satisfaction surveys from both customers and clients alike Follows Hill processes and procedures All daily defects and EODs are processed in a timely and accurate manner Ensure all records are maintained and accurate at all times Maximises the efficiency of in-house and 3rd party operatives by booking in works The booking of all defects is completed within their given date to achieve or exceed KPIs Obtains estimate and quotes and challenges costs wherever possible. All Customer written and telephone communications are answered in a timely and professional manner Contra charge letters are sent efficiently to allow maximum cost recovery Effective liaison with other departments, team members and sub-contractors as required Meets deadlines Communications with Customers is consistently at a high standard Builds effective relationships with internal and external stakeholders Complies with all Health and Safety requirements Skills, Experience and Attributes: Experience in Customer Service and can demonstrate a good understanding of customer needs and delivering to their requirements Strong IT Skills Excellent attention to detail and accuracy Has the ability to prioritise tasks Strong organisational skills Excellent time management skills, meets deadlines Outstanding communication skills, verbal and written Proactive and flexible approach Works collaboratively and builds good working relationships Demonstrates an understanding of H&S requirements