Purpose: To provide an exceptional customer experience for residents, clients, and other stakeholders on refurbishment projects. Provide a dynamic customer care service, anticipate customers' needs, and ensure positive touchpoints throughout the customer journey.
Achieving Results:
1. Deliver a full customer care service to the project, focusing on the customer journey with excellent communication keeping customers informed.
2. Deliver a professional, helpful, high-quality service and assistance before, during, and after refurbishment works to ensure that the customer's journey surpasses their expectations.
3. Achieve the clients' KPI targets for resident satisfaction.
4. Make Lovell the Contractor of choice and embrace TPAS principles.
5. Ensure all activities are documented and recorded as instructed or required on the CRM System.
6. Ensure all complaints are resolved successfully following the Lovell complaints procedure.
7. Support other areas of the project team when required and as requested by Project Management.
Managing the Process:
1. Adopt and embrace the CRM system.
2. Make appointments for the project team and maintain project diaries.
3. Conduct pre-start visits and profiles.
4. Identify specific customer needs (work patterns/health issues, etc.).
5. Conduct dilapidation surveys.
6. Complete daily entries in the CRM system.
7. Maintain daily communication with residents via telephone/SMS.
8. Make regular visits to residents where works are underway.
9. Build good relationships with clients and other stakeholders.
10. Keep Leaseholders/Private residents informed about works that may affect them.
11. Ensure GDPR compliance.
12. Actively promote Safeguarding and be aware of reporting protocols.
13. Monitor out-of-hours calls daily and follow up as necessary.
14. Ensure all complaints are resolved and follow the Lovell complaints procedure.
15. Distribute and collect satisfaction questionnaires, follow up on issues, and monitor trends.
16. Ensure relevant aftercare information/support is supplied.
17. Compile key performance reporting data related to RLO activities.
18. Maintain Service Delivery Monitor.
19. Organise and attend resident and communication events, open days, school visits, meetings, and conferences.
20. Actively seek PR and community activities.
21. Forge links with Resident Associations.
22. Prepare newsletters and regular updates.
23. Assist with Considerate Constructor initiatives.
24. Support the project delivery team in their daily project administrative tasks as required.
25. Support the project and other business initiatives in community events, new business, and customer care.
26. Help maintain excellent standards of good housekeeping and PPE.
27. Ensure maintenance of a safe environment for tenants.
28. Comply with LIBMS processes and procedures and Project Plus/CRM.
29. Maintain a presentable image by adherence to the Lovell dress code.
Serving the Customer (Internal and External):
1. Ensure residents are dealt with competently, fairly, and effectively in all situations adhering to Lovell's Equality and Diversity Policy.
2. Apply the principles of Service First in all activities.
3. Support and promote resident satisfaction with proactive customer care.
4. Explain the role of Lovell and actively promote Lovell.
5. Build customer confidence by delivering an exceptional customer journey.
6. Create a professional environment.
7. Communicate with residents and the project team throughout the works programme.
8. Explain all aspects of the improvement work and manage expectations.
Service First:
1. Develop and maintain productive relationships with all team members.
2. Ensure all operational staff understand the importance of customer service and adhere to Service First principles at all times.
3. Promote a clear focus on quality assurance, service accessibility, and responsiveness, maximizing client involvement and feedback.
4. Attend meetings and engage actively with key clients.
5. Promote the profile of Lovell.
6. Promote customer service excellence throughout the project.
Health and Safety:
All employees have a statutory duty to look after their own safety and to give due consideration for the safety of others. Employees also have specific responsibilities as set out in the Company Health and Safety Policy.
Equality & Diversity:
All employees must comply with the Company Equality and Diversity Policy, ensuring that at all times behaviour is fair and non-discriminatory.
Delivering Quality:
Ensure that all RLO tasks are complete to the required standard and on time. Maintain accuracy of grammar, clear communication, and effective coordination of the tasks required at all times. Maintain a presentable image by adherence to the Lovell dress code.
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