Customer Experience Specialist
1 day ago
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 RoleAs 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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