Post-sales Coordinator

**Salary**: Circa £26,439

**Job Type**: Full Time, Permanent
**Location**: Head Office

**Benefits**: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.

Reporting to the Sales Managers, the Post-Sales Coordinator will be working for Plumlife, the award winning sales and marketing department of Great Places Housing Group. They will take the lead in championing customer care within the Plumlife Sales team. The role will seek to increase customer satisfaction and improve the timely resolution of post sales matters to meet the expectations of customers. The Post-Sales Coordinator will be the crucial link between our Development team, Contractor After Care teams and customers, particularly on our more challenging sites.

**CORPORATE RESPONSIBILITIES**:
To ensure the responsibilities of the post are carried out in a way that reflects the standards, vision and values of Great Places.
To help us to deliver value for money and manage resources effectively and efficiently, ensuring that financial and non-financial targets are met.
To positively promote Great Places through working in a way that demonstrates a professional and service focused approach and behaviour that is in line with the Great Places competency framework;
To observe all policies / procedures / working practices / regulations and in particular to comply with Great Places Equality and Diversity Policy, Health and Safety Policy and Safeguarding Policy.
To undertake additional training and development opportunities where appropriate.

**PURPOSE OF ROLE**:
To manage and improve the customer service experience for Plumlife customers moving into new homes, so that they receive the very best care and support during their home buying and home ownership experience.
Develop procedures to ensure excellent customer service delivery, capture more performance data and identify and support opportunities for enhancement of the journey, product and service.
Be the customer care champion within the Plumlife Sales team and support the interface between sales advisors, project managers, the Plumlife management team and customers as homes near completion. Take ownership of the customer experience, specifically with respect to issues that arise post completion and ensuring that customers are prioritised.
Build strong relationships with the aftercare colleagues within our Development team to collaborate on the resolution of defect matters and resolve any customer concerns and complaints.
Responsible for administrative tasks relating to the post-sales procedures.
Create a focus on, and 'tone of voice' for, the management of customer aftercare.

**KEY RESPONSIBILITIES**:
Act as a key point of contact for customers as they settle into their homes, helping to support a positive and successful move in experience
Complaints handling when necessary, with the support of the relevant members of the sales team, and the customer feedback team.
Work with the Sales Advisors to ensure a high return rate of the customer satisfaction survey carried out on completion of each sale.
Conduct a follow up call with every customer on feedback provided through the satisfaction survey, cultivate leads for case studies, capture learning and feed back to the team.
Work with the Development, Plumlife Management and contractor aftercare teams to problem solve on behalf of the customer when possible.
Feedback to the team on customer satisfaction results periodically, identifying trends where possible and facilitate improvements to our service offering.
Carry out post-completion administrative duties, including but not limited to, logging key information online (CORE), ensuring files are saved to Documotive for audit purposes, communicating with Sales Advisors if there is missing information, providing information to the Finance & Plumlife Management teams, and updating buyer profiling.
Work with utility companies to ensure meter readings are submitted and bills are paid on time.
Ad hoc visits to site to meet customers, attend site meetings, handovers, homes demonstrations & buyer inspections.
Manage customer expectations through clear explanation of any situation and provide a clear journey of next steps and outcomes.
Handle customer queries, complaints and compliments.
Ensure accuracy of all customer details and that all communication and interaction is correctly recorded.
Regular communication with customers at key stages and on an ad hoc basis when required.
Liaise with Development colleagues to ensure defects identified are referred to the Contractor. Monitor progress of defects works.
Ensure all information and reports required by key stakeholders and management are produced and delivered in a timely manner.
Close liaison with all relevant stakeholders.
Any other duties reasonably requested.

**Person Specification**

**EXPERIENCE & SKILLS (ESSENTIAL)**:
Customer service experience.
Able to prioritise and be well organised and practise good time management.
Good communicator- spoke and written.
Negotiation skills.
Ability to listen, empathise and find solutions.
Team player but able to work independently and mange own work load/priorities.
Self sufficient in terms of administration.
Interest in new homes/property.

**EXPERIENCE & SKILLS (DESIRABLE)**:
Home sales process

Ref: 135 078