Customer Experience Specialist

2 months ago

Dartford, Kent, United Kingdom Hunter Dunning Full time
Job Summary

Hunter Dunning is seeking a highly skilled Customer Care Coordinator to join their team in a busy housebuilding environment. As a key member of the customer service team, you will be responsible for providing exceptional customer service and ensuring that customers receive a high level of care and attention.

Key Responsibilities
  • Prioritize Customer Needs: Be the first point of contact for customers after completion, ensuring that their needs are met and expectations are managed.
  • Support the Customer Service Team: Assist the Head of Customer Service and Customer Service Manager with day-to-day requirements, providing administrative support and ensuring that tasks are completed efficiently.
  • Manage Customer Expectations: Clearly explain the next steps and potential outcomes to customers, ensuring that they are informed and satisfied with the service they receive.
  • Resolve Non-Complex Issues: Take ownership of non-complex issues, resolving them promptly and efficiently to ensure customer satisfaction.
  • Escalate Complex Issues: Raise complex issues with the Customer Service Manager, ensuring that they are aware of any potential problems and can provide support and guidance.
  • Be Flexible: Cover for the Customer Service Manager where required, attending customer welcome meetings and providing support to the team.
  • Abide by Company Policies: Ensure that all company policies and guidelines are adhered to, including those related to the NHBC.
  • Coordinate with Maintenance Teams: Monitor the work progression of maintenance technicians and sub-contractors, ensuring that customers receive a high level of service.
  • Organize Annual PAT Testing: Coordinate the annual PAT testing of technician's electrical equipment, ensuring that it is completed efficiently and effectively.
Requirements
  • Experience in Customer Service: Proven experience in customer service, preferably in a construction or property-related industry.
  • Housebuilding Background: A background in housebuilding or a related industry, with knowledge of the sector and its challenges.
  • Ability to Work Under Pressure: The ability to work under pressure and against deadlines, ensuring that customer needs are met and expectations are managed.
  • Reporting Skills: The ability to produce reporting information, providing insights and analysis to support business decisions.
  • Microsoft Office Skills: Proficient in Microsoft Office, with the ability to use a range of software applications to support customer service and administrative tasks.
What We Offer
  • Competitive Salary: A competitive salary of up to £34,000, depending on experience.
  • Car Allowance: A car allowance, providing a convenient and cost-effective way to travel to work.
  • Bonus Scheme: A bonus scheme, dependent on the success of the individual region, providing an opportunity to earn additional income.
  • Pension Plan: A personal pension plan, providing a secure and stable retirement income.
  • Holiday Entitlement: 24 days' holiday, plus bank holidays, providing a good work-life balance.
  • Share Save Scheme: A share save scheme, providing an opportunity to save and invest in the company.
  • Discounts and Benefits: Discounts and benefits on retail and hospitality, providing a range of perks and rewards.
  • Employee Assistance Programme: An employee assistance programme, providing 24-hour support and guidance.
  • Private Healthcare: Private healthcare, providing access to a range of medical services and treatments.
  • Income Protection Scheme: An income protection scheme, providing financial support in the event of illness or injury.

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