Main purpose of the role
The Customer Care Administrator plays a vital role in supporting the Customer Care team by managing a range of administrative tasks associated with resolvingcustomer issues, jobs, and complaints following the handover of new homes.
This position involves logging detailed information into the CRM system, Dynamics 365 (D365), preparing documentation for invoice and contra-chargeprocessing, and handling manual payment transactions. The Administrator is also responsible for assigning work to Customer Service Technicians, suppliers,or subcontractors, as well as ordering and tracking materials to ensure timely resolution of customer concerns.
As a Keepmoat brand ambassador, Customer Care plays a key role in delivering exceptional customer experiences, contributing to positive outcomes in HBFsurveys and Trustpilot reviews.
Key Accountabilities
Be a Role Model for Customer Excellence
* Engage positively and professionally with customers to build confidence and trust.
* Demonstrate exemplary customer behaviour and set the standard for the team.
* Manage complaints, social media enquiries and third-party claims to minimise reputational risk.
Deliver Business Objectives and Service Priorities
* Respond promptly to all customer enquiries across phone, email and face-to-face interactions, in line with SLAs.
* Organise, allocate and progress work effectively — including materials, technicians, subcontractors and suppliers — ensuring timely resolution.
* Maintain accurate records and documentation, including D365 updates, reports and invoice-related paperwork.
Champion Continuous Improvement
* Take ownership of personal development by seeking feedback and enhancing customer engagement skills.
* Identify opportunities to improve efficiency, processes and ways of working.
* Stay up to date with product ranges, specifications and new technologies to support informed customer conversations.
#J-18808-Ljbffr