Ensure that customers are kept fully updated with clearly set actionable steps and estimated completion dates
Represent, drive and promote the Barratt London values effectively being a Brand Ambassador
Provide out of hours cover (weekdays / weekends / bank holidays)
Attend NHBC Resolutions and ensure prompt resolution of any issues which the company is found to be responsible for
Chase subcontractors for speedy and efficient resolution of any issues and manage quality of their works
Actively gather, analyse and report to the Head of Customer Care customer feedback and any trends so as to enable lessons learnt
Inspect and diagnose defects to provide a necessary resolution (liaise with any other departments where necessary to ensure that the most efficient and robust solutions are sought and implemented)
Takes ownership of issues and is accountable for things when they go wrong
Carry out any further actions to improve overall customer satisfaction in line with targets set by company
Carry out feedback calls regularly to all customers to gage and ensure satisfaction levels
Carry out calls following works to ensure satisfactory completion (and that results are duly recorded and reported)
Ensure Customer Service Operatives are conducting works in a safe manner, responsible for H+S compliance in both subcontract
Communicate all information to the Customer Care Coordinators and ensure that the system is maintained and updated
Efficiently manage and resolve service requests submitted by customers, ensuring works are carried out to high quality standards and are right first time,within the SLA’s
Ensure Technicians and subcontractors are well directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these
Promote, build-up and maintain good working relationships with Housing Associations, subcontractors and any other stakeholders
Minimise costs associated with remedial works and adhere to the sign-off and cost recording policies. Identify and implement all contra-charging opportunities
From time to time as required by the business, provide support to Customer Experience colleagues on site
Requirements
construction
defect management
communication
problem solver
customer focus
time management
Good knowledge of construction and defect management procedures- able to provide a clear path to a resolution
Driven, organised and self-motivated with good time management skills
Exceptional communication skills both written and verbal
Lateral / innovative thinker / problem-solver
Customer Focused
Proven track record in a similar role
Thrives under pressure in a fast paced busy environment
Benefits
Competitive Salary
Enhanced Family Friendly Policies
26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)