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My client are looking for a professional, approachable and customer focused individual to join their Customer Care team. The ideal candidate will have excellent communication skills whilst being able to adapt to a fast-paced customer service environment.
Required Personal Qualities, Background & Qualifications:
* Experience of working in a professional secretarial/administration or Customer Care role, ideally within construction is preferred.
* Exceptional Customer Service skills, face-to face, over the phone and written.
* Natural problem-solving ability, strong organisational skills and react positively to change.
* High level of discretion and attention to detail is essential.
* Ability to adapt between dealing with different Stakeholders, clients, residents and trades.
* Comfortable working in a fast-paced and demanding environment.
* Extremely quick learner and good listener. Know when to ask questions.
* Ability to work in a team environment as well as independently. Team player is critical to the role.
* Computer literate – competent with Microsoft Office applications and willingness to learn unfamiliar software /technologies.
Main Responsibilities.
* Deal with all means of communication and admin that relate to Customer Care.
* Being a point of contact for owners, agents, trades and clients with queries relating to defects on completed and retained developments.
* Resolving any validated complaints in a quick and efficient manner, seeking direction where required
* Ensuing that any work carried out coincides with the purchaser’s satisfaction.
* Designating any Customer Care Technicians, suppliers, and sub-contract trades when any defects issues arise
* Making appointments in line with any co-ordinating diaries of the Customer Care Technicians suppliers, and sub-contract trades
* Updating and maintain snagging/defect records daily and accurately.
* Where required, chasing trades/suppliers for updates.
* Bringing to the attention of the Construction and Technical teams’ persistent faults
* Designating the works successfully whilst ensuring the management of costs are minimised
* Creating Homeowner Guides for our developments.
* Chasing up all necessary documentation from Contractors as well as the Site and Technical teams for Handover Packs & saving these in the relevant folders
* Liaising with our Housing Associations clients to ensure everything is as per their requirements.
* Assist the Site Teams with the preparation of a site for completion but carrying out regular site visit and completing plot quality control sign off.
* Actioning snagging reports for EOD inspections
* With the assistance of the Construction Team, obtain serial numbers for appliances and registering the guarantees for properties that are being retained for rental
* Take meter readings and accurately update these to the relevant utility providers.
* Tagging key seats as necessary.
* Coming up with innovative ideas / ways to improve processes