1. Ensuring the smooth running of the department and that purchasers are satisfied in line with the Home Inspection Guide.
2. Monitoring and managing the performance of the team, ensuring training and development is provided as required.
3. Highlighting and reporting on repeated issues/common defects, poor-performing trades and Bloor site staff to allow for positive intervention for senior management.
4. Liaising with other departments within Bloors as necessary.
5. Ensuring Sitestream records are maintained and kept up to date.
6. Undertaking routine reviews of work being carried out by Customer Care Technicians and sub-contract trades.
7. Producing weekly status reports for the Regional Managing Director.
8. Dealing with all warranty claims & resolutions, including attending meetings for all extended warranty providers.
9. Dealing with invoicing relative to the department and ensuring contra charge procedures are in place and administered.
10. Dealing with customer complaints including social media notifications using the Escalation Policy.
11. Visiting all customers that require one-to-one meetings to review and resolve any issues.
12. Visiting one plot per month that has undergone its inspection and report to the Regional Managing Director.
13. Attending housing association end of defect inspections and liaising with the Commercial Department to secure the release of retentions.
14. Setting challenging KPI’s when contracting new maintenance companies, ensuring the Bloor standards are maintained.
15. Understanding and interpreting all relevant legal correspondence and work with Bloor Homes’ legal advisors on the next steps.
16. Liaising with the company’s marketing and PR provider in relation to social media activity linked to the provision of Bloor Homes after care service.
17. Ongoing continuous improvement of systems, policies and procedure within the Customer Care team, to drive change and maintain or improve the service offered.
18. Responsible for managing satisfaction surveys within the Region and, ensuring the Senior Management Team, Sales and Construction are kept updated.
19. Responsibility of defect closure within the CTM system, ensuring the team remain within current KPI parameters.
20. Responsibility for setting up new maintenance contracts for all routine maintenance requirements.
21. Visiting homeowners to review excessively large 5-7 Month Purchaser Reports.
22. Processing Stage 2 Complaints in line with the Formal Complaints Procedure.
23. Attending meetings that may be necessary in the performance of your duties.
24. Complying with and upholding company policies and procedures.
25. Undertaking any additional tasks as may reasonably be required from time to time.
26. Ensuring all Health and Safety aspects associated with Covid-19.
ESSENTIAL SKILLS / ATTRIBUTES
27. Full driving Licence
28. Experience of dealing with customers in a customer care environment and managing a team.
29. Experience in using CRM software with good technical knowledge in house building.
30. Excellent negotiating skills and financial awareness.
31. Knowledge of NHBC/LABC procedures.
32. Caring and empathetic towards others.
33. Patient at all times.
34. Team leader and player.
COMPANY BENEFITS
35. Company Car
36. Bupa Healthcare cover
37. Company phone and workstation/Laptop
38. Scottish Widows Pension Scheme
39. 33 days holiday entitlement (including bank holidays)
40. Group Staff Discount at Triumph Motorcycles ltd.
41. Competitive discount on our homes (dependent upon the property and location)