As a key member of the support team, you will report to the Head of Customer Experience. Your primary responsibility is to analyze and collate customer data, including data from all customers for our client. You will be responsible for managing approximately 10+ surveys sent out over 12 months, collating data, working with the team, identifying trends, and providing suggestions.
The important benefits include:
* Competitive compensation package.
* Group Pension Scheme and Life Insurance.
* 25 Days holiday plus bank holidays, including a holiday trading scheme and long service days.
* Bupa Dental Cover / Bupa Employee Assistance (additional cost).
* Virtual GP Service.
* Salary sacrifice scheme for electric vehicles.
* Cycle to Work / Gym Membership discounts.
* Health Cash Plan / Perkpal (shopping discounts).
* Tech Scheme.
Key Responsibilities:
* Collect feedback to identify areas for improvement in customer experience, such as communication, documentation, or handover processes.
* Make recommendations and work on initiatives to enhance the customer journey based on feedback and industry best practices.
* Ensure service quality aligns with standards, including regulatory and environmental or sustainability goals.
* Drive Net Promoter Score (NPS) and Satisfaction Metrics to achieve high customer satisfaction scores.
* Support ongoing customer service post-handover by coordinating with the aftercare team to address issues or questions related to properties.
* Proactively address issues, anticipate needs, and deliver quality service to maintain customer satisfaction and build brand loyalty.
* Coordinate with Sales, Site, and Customer Service Teams to address customer needs.
* Manage the entire customer journey from reservation to completion, ensuring high standards are met at every stage.
Key Skills & Experience:
* Empathy and excellent communication skills to understand and respond to customer needs.
* Commitment to delivering high service quality aligned with company standards.
* Attention to detail in recording and tracking customer information and documents.
* Effective time management to prioritize tasks and meet critical deadlines.
* Strong interpersonal skills for communication via phone, email, and messaging apps, maintaining professionalism.
* Knowledge of housebuilding processes from customer exchange to legal completion and handover.
* Ability to collaborate within cross-functional teams, supporting site, sales, and customer service teams.
Please note: Due to high application volume, if you do not receive a response within 14 days, your application was unsuccessful. Applying indicates permission under GDPR to share your details with our clients.
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