To be responsible for the day to day management of the incoming calls and administration relating to all new and ongoing customer issues. The role allocates resources including Customer Service Operatives and contractors to undertake work in customers’ homes. You will be responsible for the collation and management of information and data upwards for analysis and the escalation of customer issues, where appropriate. Key Responsibilities & Duties: Monitor the Customer Services Inbox and telephone. Receive and log on MS Excel the results of all telephone calls, emails and general enquiries from Customers. Log and manage the closing out of defects that have been rectified. Build a close working relationship with the Customer Service Maintenance Operative and the site management teams. Ensure the preparation and issue regular defect reports for each site as requested by the CSM. Write clear and concise emails/letters to customers where required and on behalf of the CSM where requested. Ensure the correct allocation of work is provided to the Customer Service Maintenance Operative/site management teams. Balance and co-ordinate the scheduling of the Customer Service Maintenance Operative. Ensure materials are available as required to facilitate remediation. Maintain reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home. Refer challenging or complex customer issues to the CSM. Follow the complaints and escalated complaints procedure. Undertake post-completion satisfaction calls to customers. Skills: Ideally a proven track record for successful assistance in the delivery of a similar role. Must have exceptional telephone, administrative and organisational skills. Ability to prioritise workload. Ability to demonstrate confidentiality when dealing with customers. Excellent communication skills, both verbal and written. A high level of proficiency with MS Office programs, with excellent keyboard skills. Be able to present a credible and professional image to colleagues and customers. Self-motivated and pro-active. If you're a proactive individual, with a passion in delivering excellent customer service, I'd love to hear from you