Customer Care Administrator

2 weeks ago

Dunfermline, United Kingdom Utopian Professional Recruitment Full time

We are excited to be working in partnership with a highly successful and established client located near Dunfermline who are looking to recruit a Customer Care Administrator.

The purpose of this role is to primarily run the day to day Customer Care Department whilst delivering great customer service, acting on behalf of the company to provide a first class support service to all new customers.

**Role Responsibilities**
- Respond to customers questions whether this be in person or in writing
- Provide updates to the customers in verbal or written communications
- Liaise with customers and site teams to ensure completion of agreed defects
- Liaise with team members to instruct works to subcontractors
- Develop strong relationships across the business including the Construction, Technical, Commercial, Sales, internal Departments and subcontractors to ensure customer care issues are minimised and handled efficiently
- Attend weekly customer care meetings whilst keeping a log of high-level clients
- Provide a weekly customer complaints/maintenance report and maintenance log for each development to discuss
- Diary management for Customer Care Manager for customer appointments and inspections
- Keep diaries for site customer care operatives
- Record the results of Construction Manager/Site Managers inspections
- Support site staff in managing all customer related issues through to resolution
- Arrange access for maintenance work to be carried out in client’s properties, liaise with management teams, contractors, site staff and clients to ensure swift resolution of outstanding or new items
- Record all end of year defects for Housing Associations
- Be a point of contact for the warranty provider claims
- Assisting with NHBC claims and arranging attendance at all NHBC Resolution meetings
- Keep a diary to ensure Contracts Managers complete all NHBC remedial works within the specified timescales
- Be a primary contact for Housing Association Defects Departments including KHA and PKC etc
- Record all works orders and keep a register of when received, completion dates and when work completed. Inform the HA of date of completion.
- Keep a record of Housing Associations electricity and gas final meter readings
- Document when utility bills received and date paid.
- Keep a record of site office/compound, pumping station and landlord supply electricity bills
- Update meter readings and notify the utility company
- Document when bill received and paid
- Authorise payment of non-metered electricity bills.
- Inform the Factors of any issues regarding maintenance of open spaces etc. reported by clients to customer care.
- Respond to general contact form enquiry via company website
- Receive and log all In-house surveys
- Receive all out of hours reports from Property Response 24. Inform Contracts Managers and Site Managers of any issues and record. Update PR24 on a weekly basis of any new handovers - addresses and contact details
- Manage a variety of reporting to be issued to the Board

**To be considered for this amazing opportunity, our client does require the following experience /background**:

- Previous background working within Construction, Property or House Building
- Ability to deal with difficult situations and communicate in a clear and confident manner
- Naturally positive and a good team spirit
- Ability to work under pressure and be solution based, problem solver
- Independent worker with the ability to think on your feet
- Good IT users with working knowledge of MS Packages, COIN knowledge would be advantageous but not essential
- Knowledge and understanding of General Data Protection Regulations
- Strong administrative skills with the ability to manage a variety of tasks at different stages and be confident supporting others across the wider business
- Commitment to excellence
- Highly organised
- An enthusiastic, can do approach and be a strong team player
- Dynamic and capable of building positive and productive working relationships
- A desire to embrace and drive change whilst identifying and supporting process improvements and demonstrating best practice

**Reward**:

- Starting salary £25-28k per annum
- Permanent Contract
- Full Time
- This is an office based role with free onsite parking
- Opportunity to develop further and gain qualifications
- Life Insurance | 35 days holiday | Bonus Scheme | Pension 6% & so much more

**Next Steps**

To keep up to date with current opportunities be sure to follow the Utopian Professional Recruitment page on LinkedIn, Instagram & Facebook

Whilst Utopian Professional Recruitment strives to get in touch with all our applicants, it isn’t always possible. If you have not heard back from us within 5 working days after sending us your CV unfortunately you have not been shortlisted for this position.

**Equal Opportunities**

Utopian Professional Recruitment is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or

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