Customer Experience Specialist

3 weeks ago

Peterborough, Peterborough, United Kingdom Allison Homes Full time

About Allison Homes

Allison Homes is a leading housebuilder dedicated to creating beautiful homes and thriving communities across the East of England, the East Midlands, and the South West. We are committed to our people, fostering a collaborative environment where teamwork is paramount.

About the Role

As a Customer Experience Specialist, you will be the voice of our customers, ensuring they receive exceptional service throughout their journey with Allison Homes. From legal completion to ongoing support, your role will be crucial in delivering a first-class aftercare program.

Key Responsibilities
  • Provide prompt and effective assistance to all customers, addressing their inquiries and concerns with professionalism and courtesy.
  • Collaborate with colleagues to ensure continuous telephone coverage throughout the workday, providing seamless support to our customers.
  • Coordinate the inspection and rectification of remedial issues, ensuring timely resolution within established performance targets.
  • Liaise with Site Management Teams, Subcontractors, and Customer Experience Operatives to facilitate efficient completion of repairs in accordance with NHBC standards and company service level agreements.
  • Maintain clear communication with the Head of Customer Experience, ensuring all defects are addressed appropriately and cost-effectively.
  • Utilize IT systems and reporting tools to manage defect resolution and identify areas for improvement.
  • Collaborate with the buying and commercial teams to procure materials and relevant orders, applying contra charges where applicable.
  • Conduct courtesy calls to customers upon completion of their new homes and at key milestones throughout their ownership experience.
What We Look For

We seek a dedicated individual with a passion for delivering exceptional customer service. The ideal candidate will possess:

  • A strong commitment to customer satisfaction and a genuine desire to exceed expectations.
  • Previous experience in a customer-centric role, ideally within the construction or housing industry.
  • Excellent communication and interpersonal skills, enabling effective interaction with customers, colleagues, and subcontractors.
  • The ability to work independently and as part of a team, demonstrating initiative and problem-solving abilities.
  • Strong organizational skills and the ability to manage multiple tasks efficiently in a fast-paced environment.

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