Customer Care Administrator

  • Job Reference: KMH/NE/1018
  • Date Posted: 12 February 2024
  • Employer: Keepmoat Homes
  • Website: https://www.keepmoat.com/
  • Location: Hebburn, Tyne And Wear
  • Remote Working: Some remote working possible
  • Salary: On Application
  • Sector: Property & Construction
  • Job Type: Full Time

Job Description

Main purpose of the role

The main purpose of the role is to provide an efficient and effective customer care service, liaising with customers, contractors, site, and management teams whilst maintaining effective working relationships. To manage and continually improve the Customer Service experience for Keepmoat customers to support our ambitions to be a 5-star builder and a leader in Customer Service in the homebuilding industry. To understand, implement and adhere to HSS policy and strategy

Key Accountabilities

  • To liaise with all customers and sub-contractors to establish an excellent after sales/maintenance response to all complaints / queries
  • To be professional, courteous, and punctual in all dealings with customers and our external partners
  • Ensure all remedial works are monitored and that all relevant work is completed to the required standard within the agreed timescales
  • Liaise with customers, suppliers, site managers and sub-contractors to ensure that all associated works are carried out at agreed times
  • Ensure all materials and labour required is available prior to starting works
  • Ensure the customer care / after sales image by personally contacting customers two weeks after legal completion to ensure the customer is happy and satisfied
  • Plan and monitor the work of the customer care supervisor in advance to ensure continuation of work
  • Liaise with Site Managers, Contracts Managers and Construction Director prior to arranging any meetings with customers for the Customer Care Manager
  • Produce all relevant documentation relating to customer care accurately and in a timely manner
  • Responsible for updating COINS system in a timely and efficient manner to ensure accuracy of customer database
  • Responsible for collating / maintaining the 28-day customer care questionnaire
  • Maintain an efficient, effective filing system
  • Monitor and report to the Customer Care Manager the performance of the sub-contractors
  • Report any continually occurring problems encountered by the Customer Care Manager to ensure these can be rectified and the source of the problem identified
  • Effectively liaise with management, maintenance supervisor, sub-contractors, and suppliers to ensure minimum response times to customer care issues

Skills, Knowledge, Experience

Essential:

  • This is not an exhaustive list of the technical experience that we seek in this role, but what we consider to be critical to the success of this role
  • Flexible and agile approach
  • Skilled in relationship building and stakeholder engagement
  • Enthusiastic, self-motivated, solutions focused approach
  • Prepared to work within a large geographical area
  • Excellent level of numeracy and skilled in verbal and written comms
  • High level of computer literacy in MS Office
  • Proven track record in project management including managing change, driving operational excellence improvements.
  • Ability to influence the culture of the business.
  • Able to act decisively, use sound judgement and move the business with pace towards goals
  • External business and commercial awareness and understanding across a number of industries
  • Outstanding interpersonal and relationship skills and able to influence and operate at senior level
  • Use a range of influencing techniques to move the business towards a customer orientation, securing commitment to change, and driving performance
  • Managing the brand as a strategic asset

Education and Qualifications

Essential:

Relevant industry requirements to be inserted, for example RICS

Desirable:

  • Knowledge of people management tools and techniques e.g., talent mapping; succession planning etc

Covered a more senior role to support upward management experience