Customer Care Defects Specialist

Customer Care Defects Specialist

**Full Time Salary**
- £29,350

**Employment Type**
- Full time

**Hours Per Week**
- 35

**Region**
- Greater Manchester

**Location**
- 2 Renaissance Court, Didsbury, M21 7QY

**Contract Type**
- Permanent

**Job Type**
- Customer Services, Property Services, Support Services

**Closing Date**
- 20/01/2025

**Ref No**
- 2338

**What you can expect from us**
- We offer a competitive salary of £29,350 per annum
- 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
- Salary Finance - access both short and long terms loans, plus provides access to a savings facility.
- Opportunity to further increase annual leave with service or though the holiday purchase scheme.
- Immediate entry to our Pension scheme (matched contributions up to 10%).
- A great flexible working environment, with a range of family friendly policies.
- Simply Health cash plan with financial benefits and the option to extend to your family. Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
- Paid leave for absence including sickness, maternity, paternity, and adoption leave.
- Access of up to £150 annually through the ‘Learning for life’ scheme.
- Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
- Develop your career with support and access to training and qualifications.

**About the role**

As Customer Care Defects Specialist you will assist in the technical management of any defects arising in new homes within the defects liability and warranty periods. Working across all tenures, utilising customer feedback to influence future developments you will embed and support a culture of continuous improvement and learning to reduce the number and severity of defects in future schemes.

**Role requirements**

Whilst the role is home based our Customer Care Defects Specialists will carry out regular visits to customer on site and will therefore have a valid UK driving licence and access to their own vehicle.

**Responsibilities**

**Defects Management**

Be the first point of contact for defects management to identify and respond to technical issues arising and ensuring that issues arising are responded to in a way that delivers a positive outcome for both the customer and the organisation.

**Contractor Management**

Be the point of contact for contractors, development project managers and other colleagues to evaluate defects and ensure that processes are followed, and all correct documentation is in place. Ensure customers receive a consistent, efficient and high-quality service in line with Onward’s Comments, Compliments and Complaints policy and any agreed Customer Service Standards.

**Learning and Evaluation**

Report on and identify learning outcomes from the defect management process. Provide feedback on the performance of our contractors during the defects period.

Work collaboratively with the development team and other Onward colleagues to develop and implement recommendations for improving service delivery.

**Customer Satisfaction**

Ensure all communication is managed in line with the agreed policy framework, providing a high quality and comprehensive service in response to defects which may arise in new developments post completion.

Carry out face to face, telephone or online surveys with new residents to provide customer satisfaction analysis that offers valuable insight into the delivery of quality new homes that meet the needs of our customers.

**Reporting**

Collate and analyse customer satisfaction information to understand drivers of customer satisfaction and share learning.

**Skills, Knowledge, experience and potential**

**Essential**:

- Good knowledge and understanding of building, property management and maintenance.
- Experience managing relationships with internal and external stakeholders.
- Experience of managing, handling and responding to customer complaints.
- Experience of using and administering complaints using the Orchard CRM system.
- Experience of developing and maintaining an effective customer facing service.
- Excellent communication, organisation, prioritisation and numerical skills.
- Computer literate with ability to use word processing and Microsoft packages.

**Desirable**:

- Construction experience within the new build sector.
- Knowledge of the development process and an understanding of the Housing sector. Have an innovative approach to problem solving creating long term solutions.
- Ability to work on own initiative within defined guidelines.

**Qualifications**

**Essential**:

- Educated to GCSE standard or equivalent qualification/ experience.

**Desirable**:

- A qualification in the building or construction industry.

About Onward

Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across in 52 neighbourhoods across t