The Customer Care team ensures home buyers receive the highest level of care following their home buying experience.
Being in a customer-facing role with us is unique. Our customers expect top-quality homes, and you will ensure this by providing answers and practical support. Construction or building experience is preferred, but a passion for quality and professionalism is most important.
Reporting to the Head of Customer Care or Customer Care Office Manager, you will support managing customer-related issues from start to finish through direct communication with internal and external customers, and by coordinating department administration to operate efficiently.
You will be expected to:
* Ensure compliance with SHE policies, prioritizing safety.
* Adhere to company Customer Care policies, resolving customer issues professionally and promptly.
* Handle all customer contacts courteously and record interactions accurately.
* Coordinate team coverage for phone support throughout the day.
* Arrange inspections for remedial issues and liaise with site management, technicians, and subcontractors to ensure timely completion of remedial work.
* Communicate defect resolutions with the Head of Customer Care, managing defect reports and performance metrics.
* Order materials and manage contra-charges as needed for defect resolution.
* Support other departments in addressing customer inquiries efficiently.
* Provide administrative support, including correspondence, filing, reporting, and action logs.
* Represent the department in internal meetings and promote service improvements.
* Conduct post-completion customer satisfaction calls and manage legacy complaints.
* Ensure subcontractors and suppliers meet SLA requirements and utilize contra-charge processes where applicable.
* Update and distribute weekly reports.
* Promote company values and policies, and undertake additional duties as needed.
To succeed, candidates should have:
* Experience in secretarial/administration roles and customer service environments.
* Excellent communication skills, both written and verbal.
* Proficiency in MS Office and keyboard skills.
* Supportive team attitude, assertiveness, resilience, and influencing skills.
* Strong time management, multi-tasking, and accuracy under pressure.
* Professional and pleasant manner with internal and external customers.
We are recognized as a 5-star housebuilder since 2010, committed to high-quality homes and customer satisfaction. We offer tailored opportunities for various career stages and promote a hybrid working model, blending office, site, and remote work.
Our inclusive culture welcomes everyone, regardless of background, and we are dedicated to sustainable building and community development.
Benefits include:
* Competitive Bonus Scheme
* Private Medical Cover
* Holiday entitlement increasing with service
Additional benefits:
* Private healthcare with family options
* Employer pension contributions up to 10%
* Annual health assessments
* Employee discounts, cycle schemes, and more
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