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Customer Relations Advisor
3 months ago
Customer Relations Advisor
Competitive salary/package including company bonus, enhanced pension scheme, medical insurance, life assurance and 26 days holidays
A regional house builder seeks to appoint a Customer Relations Advisor to provide a positive and 5 star Customer experience.
This role is responsible for delivering the best customer experience through customer-centric communication, advice, support and guidance, whilst working closely with the regional customer care team to deliver support and service in a timely manner. You will be responsible for monitoring and tracking their internal system ensuring that all activity is processed and actioned within a proactive manor ensuring customer satisfaction and compliance to the New Homes Quality Code/Consumer Code at all times
Main Responsibilities:
- Effectively manage all Regional complaints, ensuring compliance to New Homes Quality Code at all times
- Facilitate all complaint responses ensuring all information is provided by the Regional team.
- Provide detailed report on all complaints and their status in weekly meetings
- Action and issuing of all Customer Care defects received through the system, maintaining service level agreements
- Weekly status checks on all outstanding defects on jobs that are on hold.
- Ensuring all actions are completed daily
- Monitoring and responding to all Regional Customer Care and Customer Service mailbox queries within agreed timescales
- Sourcing and identifying customers plot and development information plus investigation history on all current and previously reported matters
- Full administration and weekly updates of the 'Your Watch' database
- Producing monthly reports from the system and monthly KPI reports for Region
- Providing support to regional area offices in respect of customer queries
- Contacting customers post legal completion to understand their journey and experience, providing feedback to the Regional teams
- Positioning a recommend or non-recommend in line with customer's feedback and distributing this information to area offices
Customer Relations Advisor - Skills & Experience
- Essential in complaints handling and formal complaint response writing
- Experience working within a customer service role (essential)
- Experience working in a housebuilding company within a customer care role
- Team Player with excellent customer service, communication and interpersonal skills
- Professional telephone manner
- Strong written and verbal communication skills with focused attention to detail
- Good time management and organisational skills with the ability to multi-task and manage time effectively to meet deadlines
In return for your skills my client are offering a competitive salary and package inclusive of a company bonus scheme, pension, private medical, life assurance, share scheme and 26 days annual leave. In addition, the company are passionate about developing and supporting their employees to work to the best of their potential and encourage progression from within.
If you are interested in the Customer Relations Advisor opportunity and would like to apply, please contact Deena at Fawkes & Reece on or apply via the link provided.
