Aftercare Customer Executive
Hourly rate: £18.02 PAYE or £24.11 per hour Umbrella
Location: Initially Croydon 3 days per week until end of December, then flexible 1 day a week in the office in either Lewisham, Corsica Street, Camden, or London Bridge
Job Type: Contract (6 months), 3 days per week until January, then 1 day per week in the officeJoin a dedicated team as an Aftercare Customer Executive, where you will play a crucial role in delivering exceptional customer care to our client's post-move into their new homes. This role is essential in ensuring that customer defects during the Defect Liability Period/warranty are addressed promptly and with high standards of service.
Day-to-day of the role:
Provide high-quality service to customers by addressing their concerns, Right to Repairs, or defects, ensuring satisfaction.
Schedule follow-up actions and maintain accurate entries in the CRM system to support effective customer retention and business development.
Handle both basic and advanced customer issues related to their new homes, escalating complex matters appropriately.
Make calls to maintain and strengthen relationships with allocated customers, acting as the first point of contact for resolving queries and complaints.
Develop knowledge of relevant policies, procedures, and regulatory standards, ensuring compliance and obtaining necessary authorisations for exceptions.
Support stakeholder engagement, coordinate actions, and actively participate in meetings to manage strategic partnerships and deliver professional services.
Contribute to the review and improvement of policies and procedures in your area of work.
Organise your work schedule effectively, coordinating with stakeholders and managing multiple issues simultaneously.Required Skills & Qualifications:
Experience within a housing-based environment
Excellent written and verbal communication skills.
Strong computer literacy, proficient in CRM systems and Microsoft Office (Word, Excel, Outlook).
Experience in housing and familiarity with NHBC standards.
Proven ability to manage multiple tasks efficiently within tight deadlines.
Strong customer-focused approach, with the ability to handle challenging conversations with empathy and professionalism.
Demonstrable experience in collaborative problem-solving with stakeholders.
Self-motivated and proactive, with a strong drive for results and continuous improvement.To apply for the Aftercare Customer Executive position, please submit your CV detailing your relevant experience