As a key member of the support team you will be reporting into the Head of Customer Experience. Your primary responsibility is for analyse and collate customer data, which includes all customers for our client. You will be responsible for roughly 10 + surveys will be sent out in 12 months. You will be responsible for collating data and working with the team and identifying trends and advising the team of your suggestions.
The important part
* Competitive compensation package.
* Group Pension Scheme and Life Insurance.
* 25 Days holiday plus bank holidays including a holiday trading scheme and long service days
* Bupa Dental Cover / Bupa Employee Assistance * additional cost *
* Virtual GP Service
* Salary sacrifice scheme for electric vehicles
* Cycle to Work / Gym Membership corporate discounts
* Health Cash Plan / Perkpal (shopping discounts)
* Tech Scheme
Key Responsibilities:
* Continuous Improvement: collect feedback to identify areas where the customer experience can be improved, whether it's streamlining communication, improving documentation, or adjusting the handover process.
* Implementing Changes: understanding customer feedback and industry best practices, make recommendations and work on initiatives to enhance the overall customer journey.
* Maintaining Standards: ensures that the company's service quality aligns with regulatory and company standards, including commitment to any industry-specific goals, such as environmental or sustainability initiatives.
* Driving Net Promoter Score (NPS) and Satisfaction Metrics: aim to achieve high customer satisfaction scores (e.g., NPS), as these are critical indicators of the company's reputation and service quality.
* Post-Handover Care: After the customer moves in, support ongoing customer service, coordinating with the aftercare team to address any issues, defects, or questions related to the property.
* Ensuring Customer Satisfaction: By proactively addressing issues, anticipating needs, and delivering quality service to enhance customer satisfaction, which is critical for maintaining a positive reputation.
* Building Brand Loyalty: Through positive interactions and reliable support, to foster trust and loyalty, which can lead to recommendations and repeat business in future developments.
* Liaising with Sales, Site, and Customer Service Teams: coordinate with various departments to address customer needs.
* End-to-End Journey Management: oversees the customer's journey from reservation through to completion and beyond, ensuring that every stage meets high standards and exceeds customer expectations.
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Key Skills & Experience:
* Empathy and Communication Skills: Able to understand and respond to customers' needs with empathy, fostering a positive customer experience.
* Commitment to Service Quality: focused on delivering a high standard of service that aligns with the company's vision for customer experience.
* Detail-Oriented: Ensures that customer information, documents, and selections are accurately recorded and tracked.
* Time Management: Capable of prioritising tasks to ensure timely communication and project progression, especially around critical dates like legal completions.
* Interpersonal Skills: Comfortable communicating with customers through various channels (phone, email, messaging apps) and maintaining a professional, friendly tone.
* Knowledge of Housebuilding Processes: Understanding the stages from customer exchange to legal completion and handover.
* Team Collaboration: Works well within cross-functional teams, supporting site teams, sales, and customer service to achieve common goals.
Due to the volume of applications anticipated for this role, if you have not had a response from us within 14 days, please assume that your application has not been successful on this occasion.
Please note that if you apply for this vacancy then you have given permission under Data Protection (GDPR) for us to share selected details with our clients for them.