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Customer Care Specialist

3 months ago

Didsbury, United Kingdom Onward Homes Full time

Customer Care Specialist

**Full Time Salary**
- £25,700

**Employment Type**
- Full time

**Hours Per Week**
- 35

**Region**
- Greater Manchester

**Location**
- 2 Renaissance Court, Didsbury, M21 7QY

**Contract Type**
- Permanent

**Job Type**
- Property Services, Support Services

**Closing Date**
- 11/06/2024

**Ref No**
- 2167

**What you can expect from us**
- We offer a competitive salary of** £25,700**
- 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
- Opportunity to further increase annual leave with service or though the holiday purchase scheme.
- Immediate entry to our Pension scheme (matched contributions up to 10%)
- A great flexible working environment, with a range of family friendly policies
- Simply Health cash plan with financial benefits and the option to extend to your family.
- Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
- Paid leave for absence including sickness, maternity, paternity, and adoption leave.
- Access of up to £150 annually through the ‘Learning for life’ scheme
- Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
- Develop your career with support and access to training and qualifications.

**Responsibilities**:

- **Customer enquiry handling**

Ensure that all issues raised by customers are dealt with professionally, quickly and to their complete satisfaction, while adhering to all Customer Care policies and procedures.
- **Data management and record keeping**

Maintain and update all databases, ensure key documents are stored electronically to enable easy reporting and document retrieval.
- **Defects Management**

Liaise with development colleagues and contractors to ensure all remedial works are completed efficiently, in accordance with the defects liability and NHBC/equivalent Buildmark Warranty.
- **Learning and Evaluation**

Utilise the IT system and associated reporting to manage resolution of defects and identify where performance is falling below expected levels.
- **Cross team working**:
Work collaboratively with the development team and other Onward colleagues to develop and implement recommendations for improving service delivery.
- **Customer Service**:
Ensure high levels of customer service are maintained throughout the process and that the customer journey is efficient as possible.
- **Customer Satisfaction**:
Carry out post completion satisfaction surveys with all customers, to collate and analyse customer satisfaction information to feedback to development colleagues, improve the service and share learning.
- **Performance Reporting**:
Maintain accurate records, updating systems, obtaining customer feedback and providing information to support performance reporting and continuous improvement

**What skills, knowledge and experience do you require?**

**Essential**:

- Proven experience of working as an Administrator in a fast paced environment.
- Experience within a Customer Services environment
- Proven experience of meeting targets and deadlines.
- Strong organisational skills.
- Ability to cultivate productive relationships with colleagues and partners.
- Computer literate with the ability to use Word, Excel, Property Portals and social media.

**Desirable**:

- Experience of using defects software and producing reports.
- Experience of working within the construction or house building sector
- Knowledge of shared ownership

**Qualifications**

**Essential**:

- GCSEs minimum of English and Maths/ equivalent qualification.

**Desirable**:

- Property related qualification.

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