Spitfire Homes is a forward-thinking, award-winning homebuilder with a passion for creating stylish and design-led properties that our customers are proud to call home. This role offers focused support to the business, ensuring we deliver a premium level of customer care.
Reporting to the Customer Care Manager, you will provide full administrative support to the Customer Care team. You will work closely with other departments from across the business, and external contractors, to address any issues that may arise for customers once they have moved into their new home.
Key Responsibilities
1. Taking personal responsibility for delivering excellent proactive customer service in line with Spitfire’s Customer Charter and the New Homes Quality Code. This ensures we establish clear expectations regarding information, timelines, and a structured process for addressing any issues that may arise during the purchase of a Spitfire home.
2. Recording post-occupation issues reported by customers in the COINS CRM system and scheduling appointments for either external contractors or in-house maintenance operatives to complete the necessary work.
3. Contacting customers to confirm that contractors have arrived on time and following up after the visit to ensure the work has been completed satisfactorily.
4. Coordinating with internal departments, including the technical, construction, sales, and commercial teams, to resolve customer issues and queries.
5. Assisting the Customer Care Manager with responses to complaints.
6. Management of the Spitfire Customer Portal for resolution of any reported issues from our customers.
7. Assisting the Construction team with scheduling 28-day review meetings.
8. Ensuring the external portals are updated for customer warranties.
9. Providing weekly report to the Customer Care Manager.
10. Assisting with the procurement of materials from remedial work.
11. Reviewing survey responses to help shape and improve customer experience.
12. Setting up internal folders for retaining any historic information.
Qualities/Skills Required
1. An organised approach and excellent time management skills
2. Accuracy and attention to detail
3. Calm and confident
4. Will use initiative to solve problems or challenges
5. Good at prioritising
6. Confidence and ability to be customer facing
Seniority level
Entry level
Employment type
Full-time
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