Key Purpose of Role To be responsible for the daily management and administration relating to all customer issues and escalation of customer complaints, taking ownership until satisfactory resolutions are attained.
Working closely with the Customer Service Manager to collate management information and data for analysis.
Monitor own email inbox and the customer service departments email inbox.
Record the outcome of all telephone calls, and emails from customers and contractors.
To coordinate the scheduling of the Customer Service Operatives diaries.
to the Customer Service Operative team, the existing site teams and / or contractors to resolve issues that have arisen in new customer homes.
Manage the work of contractors and report inadequate contractor outcomes to the Customer Service Manager.
To ensure the out of hours services, and reporting work effectively.
Maintain complaint spreadsheets and provide weekly updates to the management team.
To ensure surveys and reports from external bodies, including contractors are maintained.
Experience of working in a similar role in a house building company (desirable).
Competitive Salary, Annual Bonus, Life Assurance
Full training and ongoing support