Customer Relations Advisor

3 weeks ago

Lancashire, United Kingdom Optimise By Recruitment Full time

The Customer Relations Advisor role is pivotal in ensuring the delivery of exceptional 5-star customer experiences within the region. This entails providing customer-centric advice, guidance, and support while closely collaborating with CRM, Build colleagues, and Customer Care Technicians.

Key Responsibilities:

  • Proactively engaging as a member of the regional Customer Care team to deliver exceptional 5-star customer service within the operational area.
  • Efficiently managing all regional complaints in adherence to the New Homes Quality Code/Consumer Code standards, ensuring timely resolutions.
  • Collaborating with the regional team to compile pertinent information for informed and detailed responses to customer complaints.
  • Providing accurate and comprehensive reports on customer complaints and their statuses during weekly regional meetings, promptly escalating serious concerns as necessary.
  • Actioning and addressing all Customer Care defects logged through a CRM system, adhering to service level agreements.
  • Monitoring and addressing queries from the Regional Customer Care and Customer Service mailboxes within agreed timelines.
  • Offering support to the regional team regarding customer queries and concerns.
  • Handling inbound customer calls, ensuring timely responses, and managing voicemail messages.
  • Efficiently managing the Customer Care email inbox.
  • Nurturing customer relationships post-legal completion, soliciting feedback to enhance the customer journey and driving a culture of Customer First.
  • Managing administrative tasks and providing weekly updates on the 'Your Watch' database.
  • Upholding security protocols and professional use of company property and equipment, ensuring compliance with GDPR requirements in all customer communications.
  • Adhering to Company Health & Safety, Environmental, and Corporate Responsibility policies, ensuring all site visitors and customers comply with relevant H&S procedures.

Key Performance Measures:

  • Supporting the region in achieving a 5-star satisfaction score.
  • Effectively handling all complaints in line with NHQC & Consumer Code standards.
  • Serving as a brand ambassador with exemplary customer service skills.
  • Collaborating effectively with the wider Customer Care team and onsite construction team.
  • Demonstrating a commitment to continuous improvement in service delivery and personal performance.
  • Providing accurate and reliable customer service and business information, maintaining GDPR-compliant records.
  • Exhibiting excellent customer relationship management skills both online and face-to-face.
  • Demonstrating proficiency in IT, especially Microsoft packages.
  • Previous experience in a customer service role.
  • Strong collaborative, team-working, and interpersonal skills.
  • Basic understanding of the financial implications of build methods and sequences.
  • Preferably, extensive product, NHQC, and Customer Service experience.

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