Your key responsibilities are: Facilitate the smooth running of projects by building and maintaining positiverelationships between the residents, sub-contractors, client representatives andthe Lawtech team. Work closely with the Project and site management team to ensure the quality of customerservice is maintained to a high level, including resolution of issues raised. Maintain working relationships with client representatives to reduce duplication andensure consistency of information and approach. Maintaincustomer service processes and systems as relevant for the siteand residents. Respond to all resident issues, working closely with the project and site managementteam to ensure resolution of issues raised to ensure prompt resolution andrecommend changes. Provision of outstanding and closed Customer Service issues to the AssistantCustomer Service Managers monthly. Role Responsibilities: ?
Work closely with the Project Manager and Design & Quality teams. Set up and maintaincustomer service systems, site records and localdocumentation and communication plans. Draft responses and communication for residents and other parties Mail merge letters to be sent to residents for surveys and installation dates etc, asdirected by the Customer Service Manager/ Assistant Customer Service Manager Answering phone calls and making any necessary appointments. Liaise with individual residents and establish individual requirements. Arrange site surveys as required to each property within the project. Manage surveys and work appointments with residents and comply with local key-holding and security requirements. Maintainrecord of all issues raised and resolutions and report progressas required for weekly, fortnightly, and monthly meetings. Work with site and project management to identify and resolve issues and makerecommendations for changes where appropriate. Observe all H&S rules and ensure the resolution of service issues complies with all suchrules. Escalate unresolved issues to CSM, when appropriate to do so. Basic site administration including data entry of the in-house probe system. ??
Delivery receipts Once a week update deliveries on probe and ensurehard copies are sent/collected for the attention of the Accounts Team ???
Site stock takes Every Thursday stock takes are undertaken by the SiteManager. Information needs to be updated and sent to head office by youonce a week following this stock take. Update and close out alerts Manage alerts on Probe by reviewingevery three days, chasing for responses from individuals who are down toprovide this. Right to Work Checks Checking of right to work for subcontractorsincluding taking copies of passports or checking settlement status on thegovernment website. Maintain ID system for operatives - following procedures already startedby the Site Manager. To perform any other administrative duties as directed by CSM. Obtain satisfaction surveys for all residents, collate responses, and work withproject staff to use feedback to improve our service. Skills and Qualifications Excellent written English. Experience with customer service, ideally resident liaison experience within the construction/social housing sector. Ability to manage resident expectations. DBScheck (standard). Competent inMicrosoftExcel, Word, Outlook email and calendars. Competent use of Project Probe and SharePoint.
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