Customer Care
2 months ago
Salary: £29,280 - £34,364 per annum pro rata
Hours: 36 per week
Contract Type: 6 Month Fixed Term Contract
Location: Hybrid/Croydon
Are you driven by delivering excellent customer service? If so, we have a new and exciting opportunity for you We're recruiting for a **Customer Care & Quality Executive**to join the Customer Experience team.
**What you'll be doing**
Within the Customer Experience Directorate, our mission is to ensure the customer receives the best service and experience, at each touch point of their journey with us. From their initial enquiry about their new potential home, right through to moving inand the customer care provided during the defect warranty period.
As a **Customer Care & Quality Executive,** you'll be responsible for delivering the best customer care to our customers, once they have moved into their new home. You'll be logging and tracking any defects the customer raises during the defectliability period and managing escalated customer issues and complaints to resolution. You'll also develop relationships with a portfolio of house builders, to ensure they deliver a high quality service, when our customers experience an issue in their new home.
Key responsibilities will include:
- Ensure all communication with the customer, both written and verbal, is professional, courteous and to the Clarion standard
- Effectively triage issues, to ensure only defects covered under warranty are passed to building contractors and providing customers with appropriate advice
- Raise defects in the relevant systems and pass to the contractor to complete
- Track all defects and complaints in the relevant systems and in line with business policies and procedures
- Liaise with building contractors to ensure orders are successfully attended and completed within published timescales and contractual obligations
- Keep customers fully informed until the matters they raised have been fully resolved
- Liaise with internal teams and 3rd parties to ensure complaints are dealt with in a timely manner, and cases managed to completion
- Provide reports and summary information on activity as requested
**What we're looking for**
**Where will you work?**
We're highly flexible and can offer a hybrid of home working and from our modern Croydon office at least two days per week. You'll be required to work between the office and home in line with business needs.
If this sounds like an opportunity you'd be interested in, we look forward to hearing from you.
**Closing Date: Thursday 2nd February 2023 at midnight.**
For further details on this vacancy, please click 'apply' or visit our website.
**Applicants must be able to travel between other London offices as required.**
**About Latimer**
Latimer is the development arm of Clarion Housing Group. What sets Latimer apart is a long-term commitment to the people who live in our homes. Our model is not to build and then move onto the next site. We are long-term stewards of place, committed to makinga difference by building sustainable and thriving communities.
The surplus from Latimer developments are reinvested into Clarion Housing Group to build more affordable homes, improve and maintain existing social homes and support communities.
**Diversity and Inclusion**
We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.
We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.
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