Main Function
To carry out inspection works for the Customer Services team to ensure quality of all Homes prior and post completion and to identify any necessary remedial works across relevant Miller Homes Limited sites
Key Functional Areas
* To liaise with Customer Service team in effective time management and maximise the working day.
* To act professionally at all times with the company name and charter in mind.
* To meet and carry out a fair analysis of defects reported by our customers and ensure work is attended to within the time-scales agreed and in accordance with the service level agreements in place.
* Liaise with NHBC regarding technical requirements and attend resolutions and insurance claims as and when required.
* Provide feedback to the line manager regarding defects and solutions and ensure any defective work is brought to the attention of all relevant parties to prevent repeat.
* To focus on costs against budget and ensure that contra charges are in place with the relevant paperwork as and when necessary.
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
* Must have analytical focus within the functional areas
* Must be able to forge strong professional relationships with internal disciplines
* Must be an effective communicator
* Ideally but not necessary a trades person with all round knowledge of construction
* Ability to communicate effectively and successfully both written and electronically
* Must have at least a basic knowledge of computer systems
* Must act in line with all SH&E requirements for the department whilst ensuring operatives remain knowledgeable, equipped and focussed on this key aspect also
* Manage the Customer Service operatives and carry out performance reviews for each operative on annual basis
(2) Behavioural Attributes
* Trustworthy, honest and provide excellent feedback
* Able to deal with difficult customers, clients and situations calmly and professionally
* 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 customer contact through all communication media
* Experience of client and company confidentiality
* Knowledge of residential property and our competitors is essential
* Experience with RSL liaison
* Knowledge of construction including PMA awareness is essential
* General knowledge of NHBC Technical Requirements/Guidelines essential
* Computer literate (especially Word & Excel) with good administrative skills