Customer Relations Advisor

2 weeks ago

Rochdale, 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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