New Homes Aftercare Scheduler

3 weeks ago

Castle Bromwich, United Kingdom TSR Full time

TSR are recruiting alongside a 5* housing developer who are seeking a Customer Care Coordinator to join their team on a permanent basis.

Main purpose of the role
- The main purpose of the role is to provide an efficient and effective customer care service, liaising with customers, contractors, site and management teams whilst maintaining effective working relationships. To manage and continually improve the CustomerService experience for our customers to support our ambitions to be a 5-star builder and a leader in Customer Service in the homebuilding industry. To understand, implement and adhere to HSS policy and strategy

Key Accountabilities
- To liaise with all customers and sub-contractors to establish an excellent after sales/maintenance response to all complaints / queries
- To be professional, courteous and punctual in all dealings with customers and our external partners
- Ensure all remedial works are monitored and that all relevant work is completed to the required standard within the agreed timescales
- Liaise with customers, suppliers, site managers and sub-contractors to ensure that all associated works are carried out at agreed times
- Ensure all materials and labour required is available prior to starting works
- Ensure the customer care / after sales image by personally contacting customers two weeks after legal completion to ensure the customer is happy and satisfied
- Plan and monitor the work of the customer care supervisor in advance to ensure continuation of work
- Liaise with Site Managers, Contracts Managers and Construction Director prior to arranging any meetings with customers for the Customer Care Manager
- Produce all relevant documentation relating to customer care accurately and in a timely manner
- Responsible for updating COINS system in a timely and efficient manner to ensure accuracy of customer database
- Responsible for collating / maintaining the 28 day customer care questionnaire
- Maintain an efficient, effective filing system
- Monitor and report to the Customer Care Manager the performance of the sub-contractors
- Report any continually occurring problems encountered by the Customer Care Manager to ensure these can be rectified and the source of the problem identified
- Effectively liaise with management, maintenance supervisor, sub-contractors and suppliers to ensure minimum response times to customer care issues

Applications

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