Customer Service Operative

3 weeks ago

Cardiff, United Kingdom Wates Full time

Wates Group are looking for a Customer Service Operative to join our Cardiff team.

Wates Residential is a developer contractor; we invest, develop, build and sell quality affordable housing, either contracting or in a form of partnership with Local Authorities, Registered Providers and public bodies.

As the Customer Service Operative, you will carry out warranty work as directed by the Customer Service Manager and Customer Service Coordinators within allocated geographical area and ensure service levels and customer satisfaction are maintained, from the point of customer’s completion on a property throughout the 2-year warranty period, and beyond if required.

This is a great opportunity to progress your career as part of a talented, diverse, and supportive team.

**ABOUT THE ROLE**

Our Customer Service Operatives are a valuable part of our business, driving quality outcomes, developing and maintaining excellent customer relationships and effectively manage the customer experience to handover.

As our Customer Service Operative, you will:

- Carry out accepted warranty or defect works and ensure they are completed in accordance with weekly schedule of appointments, providing excellent levels of workmanship.
- Focus on completion of works on schedule and within programme and timescale given to customer.
- Ensure property and furnishings are properly protected prior to commencing works. Adequate protection must be applied and every care must be taken to avoid disturbance or accidental damage to the customer’s belongings and property.
- Ensure all defects logged on Clixifix are reviewed daily.
- Report any persistent recurring warranty or defect issues to the Customer Service Manager and note any customer details that may assist Customer Service in on-going management of customer relationship.
- Record any variation to the works undertaken and all requests made by the customer on Clixifix and where further investigation is required, document the reasons and pass to the Customer Service Coordinator on the same day.
- Support Customer Service Manager in QI’s and preparing homes for handover when required.
- Champion continual improvement to achieve excellent operational delivery and supply chain management.
- Full compliance with use of Operating Framework.
- Develop and maintain excellent customer relationships.

**WHAT WE OFFER**
- Competitive salary & profit share scheme
- Flexible working
- Company Van
- Extensive corporate benefits including, Private Medical, Pension 8% employers’ contribution, Health and Wellness programme, 26 days holidays + bank holidays and much more
- One of the best learning and development programmes which is customizable to support your career progression goals. (c.7000 training sessions delivered year to date across the WATES Group)
- Industry leading family leave benefits to included 26 weeks fully paid maternity, 8 weeks fully paid paternity.

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