Harron Homes is a UK-based home builder specializing in creating high-quality residential properties.
Ensure the out-of-hours service and associated reporting run efficiently
Maintain complaint logs and provide weekly updates to senior management
Uphold a professional standard when dealing with internal teams, external partners, and customers
Ensure reasonable and timely remediation timescales for customers and maintain regular communication throughout the process
Organise materials and resources ahead of scheduled works, ensuring availability both in-store and on-site
Maintain surveys, reports, and documentation received from contractors and external bodies
Address and escalate unresolved or unsatisfactory customer issue resolutions
Track customer issues and update all records to ensure accurate and timely reporting
Monitor and manage both your personal email inbox and the shared Customer Service department inbox
Acknowledge and respond to customer complaints within agreed SLAs
Process purchase orders, invoices, and manage any contra-charging requirements
Record and maintain accurate logs of all customer and contractor communications, including telephone calls and emails
Oversee contractor performance and report any inadequate outcomes to the Customer Service Manager
Allocate works appropriately across Customer Service Operatives, site teams, and contractors to resolve issues in new customer homes
Coordinate and schedule diaries for Customer Service Operatives
Ability to work well under pressure in a fast-paced environment
Strong organisational abilities with the capacity to prioritise workload effectively
Able to work independently and collaboratively as part of a team
Initiative-driven, with strong problem-solving skills
Do you excel at juggling priorities, communicating clearly, and making customers feel valued? If yes, this role is perfect for you! Within this position it is essential in ensuring our customers receive an exceptional aftercare experience and that all enquiries are managed efficiently and professionally.
Professional, reliable, and committed to delivering exceptional customer service
Excellent written and verbal communication skills
Highly motivated and an excellent communicator
Experience in a similar role within a housebuilding organisation is desirable