Job Description
Main Function
To support the customer services department with key administrative duties working alongside the co-ordination role
Key Functional Areas
* Effective and professional communication with customers to correctly manage customer expectations where necessary
* To issue Miller documentation as and when required or requested to assist the homeowner in the use and understanding of their new home
* Ensure that we are in possession of the correct addresses and telephone numbers for all customers
* To ensure accurate and speedy data input into the customer service operating system where necessary
* Create positive working relationships with colleagues paying specific attention to Sales and Production and more importantly the site teams, to enable smoother transition and completion of remedial tasks
* Deal effectively and within charter timescales all incoming communications such as telephone calls, messages, emails and texts. Record on the system in a timely manner
* To act professionally, courteously and with dignity and control at all times with customers, internal colleagues, external colleagues and subcontractors alike to uphold the core values of the business, in a pressurised environment.
* To focus on costs against budget and ensure that contra charges are in place with the relevant paperwork as and when necessary
* Creation and management of letters, reports, spreadsheets and re-charges
Key Capabilities Required
(1) Skills, Capabilities and attributes
* Ability to work individually and/or part of a team
* Ability to provide exceptional levels of customer service
* Ability to empathise and sympathise with Miller Homes customers without compromising the position of the business
* Ability to provide concise and accurate written or numerical reports when required
* Ability to work comfortably with Excel, Word & Powerpoint
* Must be able to forge strong professional relationships with internal and external disciplines
* Ability to communicate effectively and successfully both written and electronically
(2) Behavioural Attributes
* Trustworthy, honest and provide excellent feedback
* Sound commercial awareness
* Self-disciplined
* Controlled
* Smart and professional personal appearance
* Confident communicator both verbally and written
* Assertive
* Dignified
(3) Knowledge, Experience and Qualification
* Experience of client and company confidentiality
* Knowledge of residential property and our competitors is desirable
* Knowledge of construction including PMA awareness is desirable
* General knowledge of NHBC Technical Requirements/Guidelines desirable
* Computer literate (especially Word & Excel) with good administrative skills essential