Company
HSB
Location
Birkenhead, United Kingdom
Role: Customer Experience Specialist
Location: Birkenhead
Hybrid working - 2 days per week in office
Role Purpose:
To create long-term, trusting relationships with our customers and site contacts throughout the lifecycle of a development and provide a seamless customer journey. The Customer Experience Specialist is the key point of contact for customers post order, developing a culture of customer satisfaction through the timely, pro-active and thorough handling of all warranty and related technical queries, questions and site progress requirements from inception to completion. Operating strictly within FCA and other relevant Regulations.
Your Responsibilities:
* Account ownership and to end management of the customer journey and experience.
* To deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication.
* Working to internal personal and team Key Performance Indicators.
* Frequently liaising with sales, surveying and all others teams as necessary to develop cross working relationships and facilitate an excellent experience for the customer.
* Taking responsibility for actions and owning issues.
* Proactively making frequency based progress calls and supporting the team to do this.
* Serve as the lead point of contact for all customer account management matters, remote technical staff and all internal departments as to the progression of the site development.
* Providing Extranet support for new customers.
* Build and maintain strong, long-lasting client relationships.
* Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
* To identify to the Head of Segment any contentious/litigious issues at the earliest opportunity.
* Collate daily figures to add onto the CSU End of Night report.
* Ensuring systems contain correct information provided by the risk management teams to include names, email information and contact information.
* Accurately record and log interaction with customers and update account information.
* Undertake any other duties and administrative work as reasonably required.
* To review own job description, at least annually, updating as necessary in conjunction with HR.
* To comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
* Indexing documents to internal folders received from customers,surveyors and any 3rd party.
* Chasing customers/ surveyors for outstanding documentation.
* Conducting file reviews on plots reaching completion.
* Dealing with customer queries from both internal and external customers (surveyors and customers/ sitebased queries).
* Issuing cover notes on demand.
* Completing site re-allocations on demand.
* Gathering completion forecast data to provide to senior staff within Key Nationals.
* Supporting additional technical staff such as Design Surveyors and Engineers.
Your Skills & Experience:
* Highly motivated and well organised, displaying a positive mind-set and high energy
* Excellent knowledge of Customer Service and prior experience is desirable
* Confident in escalating and discussing issues with senior colleagues
* Ability to follow and champion the MDIS culture and values
* Demonstrable ability to use own initiative, with confidence to put forward new ideas and is flexible in personal approach
* Committed to being a strong team player and remaining positive and approachable
* Ambitious, willing to go above and beyond and is driven in achieving company goals and personal objectives.
* Competent in Microsoft office namely: word, excel and outlook
* Experience managing multiple customers, using various methods of communication
* Experience in using computerised data management system is desirable
* Experience in outbound telephone calling
* Good planning and organisational skills
* Demonstrate ability to use own initiative and flexible in personal approach
Benefits Package
* Annual bonus
* Excellent pension scheme
* Private Medical Insurance
* Enhanced Maternity/Paternity leave (after 2 years’ service)
* 25 days annual leave plus bank holidays plus 2 wellness days
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