Overview
Location: Birkenhead, United Kingdom
Salary: £24,000
Hybrid working: 2 days per week in office
Company: HSB
Role: Customer Experience Specialist
Location: Birkenhead
Role Purpose: To create long-term, trusting relationships with our customers and site contacts throughout the lifecycle of a development and provide a seamless customer journey. The Customer Experience Specialist is the key point of contact for customers post order, developing a culture of customer satisfaction through the timely, pro-active and thorough handling of all warranty and related technical queries, questions and site progress requirements from inception to completion. Operating strictly within FCA and other relevant Regulations.
Your Responsibilities
* Account ownership and end-to-end management of the customer journey and experience.
* Deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication.
* Work to internal personal and team Key Performance Indicators.
* Frequently liaising with sales, surveying and other teams to develop cross-working relationships and facilitate an excellent customer experience.
* Take responsibility for actions and own issues.
* Proactively make frequency-based progress calls and support the team to do this.
* Serve as the lead point of contact for all customer account management matters, remote technical staff and all internal departments regarding site progression.
* Provide Extranet support for new customers.
* Build and maintain strong, long-lasting client relationships.
* Ensure timely and successful delivery of solutions according to customer needs and objectives.
* Identify to the Head of Segment any contentious or litigious issues at the earliest opportunity.
* Collate daily figures for CSU End of Night report.
* Ensure systems contain correct information provided by risk management teams including names, emails and contact details.
* Accurately record and log interactions with customers and update account information.
* Undertake other duties and administrative work as reasonably required.
* Review own job description at least annually, updating as necessary with HR.
* Comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
* Index documents to internal folders received from customers, surveyors and third parties.
* Chase customers/surveyors for outstanding documentation.
* Conduct file reviews on plots reaching completion.
* Deal with customer queries from internal and external customers (surveyors, customers/site-based queries).
* Issue cover notes on demand.
* Complete site reallocations on demand.
* Gather completion forecast data to provide to senior staff within Key Nationals.
* Support additional technical staff such as Design Surveyors and Engineers.
Your Skills & Experience
* Highly motivated and well organised, with a positive mindset and high energy.
* Excellent knowledge of customer service; prior experience is desirable.
* Confident in escalating and discussing issues with senior colleagues.
* Ability to follow and champion the MDIS culture and values.
* Demonstrable initiative, with confidence to propose new ideas and flexibility in approach.
* Strong team player, positive and approachable.
* Ambitious, driven to achieve company goals and personal objectives.
* Competent in Microsoft Office (Word, Excel, Outlook).
* Experience managing multiple customers, using various communication methods.
* Experience with computerised data management systems is desirable.
* Experience in outbound telephone calling.
* Good planning and organisational skills.
Benefits
* Annual bonus
* Excellent pension scheme
* Private Medical Insurance
* Enhanced Maternity/Paternity leave (after 2 years of service)
* 25 days annual leave plus bank holidays plus 2 wellness days
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