Customer Care

3 weeks ago

Kent, United Kingdom Construction Professionals Recruitment Full time

Customer Care & Defect Surveyor – Job Description


Duties


Work for a small team, reporting directly to the Team Leader/Delivery Director.


Clients

  • Housing Associations
  • Local Authorities
  • RSLs


Reward Benefits

  • Competitive salary
  • Discretionary bonus incentive
  • Pension contributions
  • Private medical insurance
  • 28 days holiday (incl. Bank Holidays)
  • 3-4 days during Xmas period (at Directors discretion)
  • 1 day off for birthday


Knowledge & Understanding

  • Experience of delivering excellent customer care and service in a busy organisation.
  • Experience of working with contractors and supply chain partners and monitoring of service standards.
  • Understanding of working within KPI’s and Service Level Agreements.
  • Experience of complaints handling and follow-up procedures.
  • Ability to work as part of a team but also have self-motivation to manage and be responsible for own workload whilst demonstrating the ability to work well in a high pressurised environment.


Attributes

  • High level of attention to detail and accuracy in work.
  • Strong interpersonal skills, with the ability to collaborate effectively in a team environment.
  • Self-motivated and proactive with a keen interest in ongoing professional development.
  • Flexibility and willingness to travel to various sites as required
  • Adaptability in handling a variety of projects simultaneously.
  • Commitment to continuous improvement and staying updated with industry trends.


Must Have

  • Full UK Drivers licence.
  • Able to live and work in the UK.
  • Willing to travel to sites as well as the office based in Sevenoaks in split office/site-based role.
  • Own car


Skills & Requirements

  • Strong analytical and problem-solving skills, with the ability to identify and address building defects.
  • Excellent written and verbal communication skills, capable of producing clear, concise, and accurate reports.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
  • Competence in using surveying software, including AppCan.
  • Effective time management skills, with the ability to prioritise tasks in a busy environment.
  • Recording of defects immediately on the Defects Management Database capturing all necessary details.
  • Seeking advice where it is unclear whether the issue is a defect.
  • Liaise with third parties to ensure that defects are remedied.
  • Maintain records and ensure the Defects Management Database is up to date with progress as well as Client Management Systems.
  • Pro-actively chase sub-contractors regarding the status of reported defects and required actions where applicable.
  • Deal with all client/customer email and phone queries.
  • To inform all clients in accordance with KPIs the status of all reported defects.
  • Develop strong working relationships with the field service technicians and sub-contractors.
  • Liaise with the technical teams as appropriate.
  • To ensure all defects reported at the End of Defects Liabilty Period are completed and support scheme closures.
  • Contribute to End of Defects Team management reports with relevant data collection.
  • To aid in securing the end of defect fees including chasing client approvals, drafting contract paperwork and drafting fee invoices.
  • Support the End of Defects Team in other tasks and activities as appropriate.
  • Undertaking defects inspections linked to the Sevenoaks office and issue survey lists captured on inspection software.
  • Undertake de-snagging support inspections where appropriate.


Knowledge & Understanding

  • MS Office (Word, Excel, Outlook)
  • Database Knowledge
  • Customer Service
  • Understanding of Defects/Repairs
  • Undertaking site inspections
  • Identifying defects
  • Ability to drive, own and ensure your vehicle, hold full driving license

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