Customer Experience Specialist

1 day ago


Rushden, Northamptonshire, United Kingdom Fawkes and Reece Full time

Fawkes and Reece seeks a Customer Experience Specialist to deliver exceptional service on refurbishment projects. With competitive salary £43,000-£50,000 per annum, this role is ideal for someone who prioritizes customer satisfaction.

About the Role

As a key member of our team, you will be responsible for providing proactive customer care, anticipating customers' needs, and ensuring positive touch points throughout their journey.

Key Responsibilities
  • Ensure residents are dealt with competently, fairly, and effectively in all situations.
  • Implement the principles of Service First in all activities.
  • Support and promote resident satisfaction through proactive customer care.
  • Build customer confidence by delivering an exceptional customer journey.
  • Maintain a professional environment.
  • Communicate effectively with residents and project teams throughout works programmes.
  • Explain improvement work and manage expectations.
  • Adeptly use CRM systems.
  • Arrange appointments and maintain project diaries.
  • Conduct pre-start visits and profiles.
  • Identify specific customer needs.
  • Complete dilapidation surveys.
  • Daily update CRM systems.
  • Engage in daily phone communication and SMS with residents.
  • Regularly visit residents during ongoing works.
  • BUILD relationships with clients and stakeholders.
  • Keep informed leaseholders/private residents about works affecting them.
  • Evaluate and adhere to GDPR guidelines.

This is an exciting opportunity to join Fawkes and Reece and make a real difference in customer experience. If you're passionate about delivering exceptional service, we encourage you to apply.



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