Customer Service Operative
2 weeks ago
**Role overview**:
Completion of repairs issued to the Customer Service department, ensuring their swift closure. Ensure that the processes and procedures are followed, keeping the Customer Service team informed of progress at all times. Uphold the reputation and image of the Hill Group.
**Key Results Areas**:
**Delivery**
Ensure works are completed on first visit wherever possible
Liaise with CSCs to update status of defects at the earliest opportunity
Follow prescribed departmental processes
Notify the Customer Service team of anticipated delivery failures as soon as identified
Vehicle Management
Store Management
**Quality & Compliance**
Ensuring RAM's are used for all activities
Ensuring works undertaken do not place operative or others at risk of harm
Liaison with CSAS regarding locations that may have issues
Ensuring all plant and equipment is properly maintained, fit for purpose, and tested where appropriate
Be punctual and communicate with homeowners/residents if delays occur
Ensure all works are undertaken to the highest standard
Ensure the homeowners property is protected at all times and left clean and tidy
Maintain a professional and corporate image at all times, including the wearing of company clothing
Ensure vehicles are clean, tidy and roadworthy at all times
Clean and tidy personal appearance at all times
Follow Customer Service processes and procedures
**Customer**
Effective liaison with other departments, team members and sub-contractors as required
Communications with Customers is consistently at a high standard
Builds effective relationships with internal and external stakeholders
**Success Measures**:
Demonstrates excellent standards of Customer Service, understanding their needs and delivering on promises
RAMs are used for all activities
Complies with all Health and Safety requirements
Ensure works are completed to the highest standard on first visit wherever possible
Achieves excellent customer satisfactions surveys from both customers and clients alike
Follows Hill processes and procedures
Maintains company image through correct behaviour, clothing and maintenance of vehicle
Ensure all records are maintained and accurate at all times
Ensures all Operatives are completing risk assessments on their PDAs and they call in at the end of the day to promote lone working best practice
Ensure cost efficiency through mínimal material wastage, mínimal visits to wholesalers and re-se of tools and products where possible
Effective liaison with other departments, team members and sub-contractors as required
Communications with Customers is consistently at a high standard
Builds effective relationships with internal and external stakeholders
**Skills, Experience and Attributes**:
Experience in providing Customer Service and can demonstrate a good understanding of customer needs and delivering to their requirements
Proven experience of carrying out the same role for a residential developer
Multi skill ability required
Excellent communication skills
Able to work with autonomy and as part of a team
Able to produce work to a very high standard
Proactive and flexible approach
Works collaboratively and builds good working relationships
Demonstrates an understanding of H&S requirements
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