Customer Service Advisor

3 months ago

Coleshill, United Kingdom Vistry Group PLC Full time

Role Overview:
**In a Nutshell**

We have a new opportunity for a Customer Service Advisor to join our team within Countryside Partnerships South West Midlands, at our office in Coleshill. As our Customer Service Advisor you provide an exceptional customer care service to all Countryside Partnerships Clients in accordance with the guidelines specified within the associated contract conditions. The Customer Service Advisor will provide an exceptional customer care service to all Countryside Partnerships customers, managing reported defects from handover for 24 months.

We are pleased to say, this role can accommodate agile working arrangements

**THIS IS A FIXED TERM CONTRACT FOR 12 MONTHS**

**Let’s cut to the chase, what’s in it for you**
- Competitive basic salary and annual bonus
- Agile working arrangements possible for this role
- 28 days annual leave plus bank holidays, and the option to buy up to 5 days per annum
- Private Healthcare
- Company contributory pension scheme
- Life assurance - 4 x your annual salary
- Sharesave scheme
- Cycle to work scheme - up to £3000
- Support with a professional membership
- Denplan, GymFlex and many more

**In return, what we would like from you**
- Behave in line with our company values - Integrity, Caring and Quality
- Excellent customer focus with construction based customer service background preferred
- Good working knowledge of Excel, Word and Outlook
- Excellent communication skills
- Confident phone manner
- Organised and self motivated
- Able to work as part of a small team with established processes and procedures
- The ability to manage difficult customers over the phone and understand and explain building related issues.
- Accurate and consistent approach
- Practical knowledge of NHBC, LABC & Premier Guarantee guidelines
- Experience in a Customer Service role within the housebuilding industry
- Positive attitude towards teamwork

**More about the Customer Service Advisor role **
- Handle incoming Customer calls
- Logging and allocation of reported defects on web-based software
- Progress chase defects with staff and the supply chain
- Work within agreed SLAs, which vary from contract to contract
- Identify trends and common issues
- Confirm defects are correctly reported and filter out damage, vandalism and mis-use
- Develop working relationship with key contacts at Housing Associations and Subcontractors
- Handle complaints in a sensitive and consistent manner
- Make decisions about progressing difficult issues and identify when internal escalation is necessary
- Work within NHBC (or equivalent) guidelines and standard industry practice
- ._

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