Customer Aftercare Advisor

We currently have an exciting opportunity available for a Customer Aftercare Advisor to join our growing team based in Loughton, Essex.

**The purpose of the role**:
Proactively engage with customers and colleagues to ensure a customer-focussed approach and provide a comprehensive customer satisfaction and feedback service.

**Remuneration**:
You will also receive other benefits including:

- Opportunity to earn a performance related cash bonus of up 15% of salary
- Pension scheme contributions set at 7% of salary
- Life Insurance cover at 4 x your annual salary
- Private healthcare
- 25 days a year holiday, plus bank holidays

**Your key responsibilities will include**:
1. Oversee the after-care process during and following damp, mould and condensation works within timescales. Keeping customers updated with appointments and appointments then following up with regular checks.

2. Reporting on customer satisfaction following damp, mould and condensation works and monitoring trends.

3. To monitor and compile the outcomes of Customer Satisfaction Surveys for distribution amongst Qualis Property Solutions (QPS) and external staff.

4. Contacting customers by phone to rectify service dissatisfaction recorded on customer satisfaction surveys.

5. To ensure customer compliments are logged correctly and acknowledged where appropriate.

6. To directly contact customers to ensure informal complaints are fully acknowledged and dealt with effectively, reducing the need for formal complaints.

7. To monitor formal complaints and compliments received by QPS and liaise with the relevant managers to ensure responses are sent within company guidelines.

8. Monitor Google Reviews and respond accordingly.

9. To assist the managers with organising and following-up formal complaints to enable a full and satisfactory resolution.

10. To visit customers in their home, where necessary, to facilitate the smooth running of repairs or to provide a face-to-face service when dealing with complex complaints.

11. Proactively identify areas of the service that are providing high levels and those where we can improve our customer satisfaction, providing feedback and trends to the supervisors, managers, and senior management.

12. Monitoring complaints where there are ongoing follow-on repairs and ensure that the outcomes of these visits are managed efficiently and effectively, through to satisfactory completion. Providing weekly updates to the customer to keep them informed throughout the process.

13. To log and assist the managers with providing evidence regarding Legal Disrepair claims and ensuring any timescales for replies are met.

14. To record and follow the process for insurance claims and be a point of contact for both Epping Forest District Council (EFDC) and Qualis insurance contacts ensuring replies to queries are provided in a timely manner.

15. To represent us professionally in meetings and forums.

16. To undertake flexible working patterns as required to provide effective, customer-focussed services.

17. To provide cover in terms of administration and general cover on the phones as required.

18. To demonstrate our core values of working as one team, taking personal ownership, thinking commercially and being customer focused.

**Corporate**

19. Ensure our customer service and delivery is excellent and continually improves.

20. Ensure that our instruction and policies are implemented.

21. Demonstrate our governance mechanisms, ensuring appropriate standards of performance, operational effectiveness, probity, safeguarding, risk management, safety, and equality are maintained.

22. Participate in projects to achieve the most effective services possible for the community, partners and the organisation.

Duties should be regarded as neither exclusive nor exhaustive as the post holder may be required to undertake other duties, commensurate with the grading of the post, without changing the general character of the post.

**Required knowledge and skills**:

- General maintenance and repairs knowledge advantageous, but not essential.
- Good communication and social skills with a strong customer focus.
- To maintain an effective and professional approach at all times.
- Work with colleagues, other staff, customers and partners to provide efficient and effective services.
- Ability to problem solve, balancing customer needs with targets and constraints.
- Provide advice and guidance to customers.
- Manage and prioritise own workload to take account of conflicting and changing demands and to meet established deadlines.
- Ability to challenge constructively and positively.
- Good knowledge of ICT systems, including software packages such as Microsoft Excel, PowerPoint etc.
- Ability to create insightful reports on customer feedback data and ability to evaluate and draw out conclusions.

**Required qualifications and experience**:

- Previous experience of working in a customer-focussed environment.
- Experience of handling fee