Customer Training Support Advisor

2 weeks ago

Wardle Greater Manchester, 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.
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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