At St. Modwen, we're experts in creating thriving communities and we're excited to be recruiting for colleagues who are ready to build their future with us.
Job Purpose
Manages customer concerns, striving to provide exceptional Customer Service and assists in the development of Customer Service standards, policies, and procedures
Key Accountabilities
* Accountable for ensuring all activities within your role follow our hierarchy, with ‘Keeping our people safe’ our first priority. Ensure all activities are properly planned and carried out in line with the company’s health and safety policies and procedures. Any non-compliance, including allowing anyone to take risks that could affect their health and safety, may be investigated in line with our disciplinary policy.
* Ensures all valid defects and maintenance requests are dealt with, organising completion of works identified at the Handover Meeting within the agreed timescales.
* Supports St. Modwen Homes to achieve and maintain status as a '5 Star Builder’.
* Acts as the first point of contact to answer and deal with all calls and enquiries relating to the developments.
* Proactively updates COINS reports to ensure the system is kept up to date.
* Delivers consistently high-quality and professional customer service, to internal and external customers by telephone and in written communications.
* Seeks to continually improve customer satisfaction.
* Implements systems and procedures to enable all maintenance requests received from internal and external customers to ensure they are resolved within agreed timescales.
* Maintains regular communication with Maintenance Technicians, Site Managers, Contractors, Managing Agents, the Sales Team and NHBC
* Allocates work to the Maintenance team within agreed timescales, managing the Maintenance Technicians’ diaries.
* Updates customers and reporting
* Reports issues with defects management
* Manages customer complaints to reduce escalation.
* Promote and lives the values of St. Modwen
* Maintain knowledge and adhere to relevant Group Policies and Procedures, Legislation and Regulations
Experience Skills and Knowledge Required
* Understands importance of Quality standards and procedures and the requirement needed to achieve and maintain 5* status.
* Excellent telephone manner
* Excellent communication skills, both verbal and written
* Excellent listening skills, understanding customer requirements.
* Proactive and able to take initiative.
* Flexible in approach
* Competent user of MS Word, Excel and Outlook
* Experience within the New home environment beneficial but not essential