Job description Customer Service/property/lettings- Temp - 3 months - JAN START
New £14.75 - £15.00 per hour Wooburn Green, Buckinghamshire
Temporary, full-time 3 months
Our client is looking for a brilliant communicator and someone who excels in thinking on their feet, dealing with customer problems and complaints over the phone , and providing a first class level of customer service to their clients.
This is dealing with a high end house build, and the customers are mostly calling with problems and issues relating to their newly bought house. These houses are expensive, and the person at the other end of the phone needs to reflect the high end level the customer expects.
Calm, controlled and problem solving nature is ideal.
Working in a wonderful team of 8 people, all on hand to guide and train you through the systems and processes, so all you need to bring to the party is a really strong level of customer communication and gravitas.
The temp role is to start Early Jan 2024 depending on a face to face interview.
o All new communications:- Telephone Calls - Answer within 3 rings.
Log all calls to a Case Prepare to receive automatic voice message call backs.
Emails - Are auto-acknowledged within 24 hours. Coordinator response within 48 hours. Actioned & allocated within 3 days.
Where inspection not required.
o Welcome letters to be automatically sent out upon assigning a transfer case, within 48 hours of Legal Completion.
o Courtesy calls to be carried out within 3 days after Legal Completion.
The Coordinator will receive an automatic task to carry out this action.
o Customer Contact Plan/ - Coordinator to create tasks for Courtesy Calls @ 3 weeks, 6 weeks, 12 weeks, 24 weeks & 32 weeks from legal completion date.
o Customer Issues to be logged onto the system prior to inspection.
o Defect inspections MUST take place within 5 days of customer notifying us of issue.
o Customer Issues - 8-week period - Manage contact within new guidelines.
o Daily responsibilities - Focus on working consistently through Tasks and CS Admin In-box.
o Manage resolution of customer issues.
Tasks - every open case must have a task to show what the next step is.
o Manage contractor performance in resolving issues/defects.
o Report poor performing contractors to Customer Service Manager.
o Log ALL contact - Keep regular contact with customer the day before repairs are to take place and after ensuring the customer is happy with the quality of the repair & service provided.
Salesforce System o Log all new customer issues/defects onto system within 48 hours.
o Ensure accuracy of information being input onto system.
o o Where 3 or more contractors are involved in a customer case, the coordinator is to personally manage/totally control the resolution of the entire case, not send out Defect Instructions to each contractor. o When issue/defect is resolved and customer happy, ensure remedy information is recorded onto system and then closed.
o Update Salesforce with all progress & costings.
o Ensure all Cases are assigned to correct person.
o Calendars for Operatives
o Effective Management of Operatives diaries.
oCost Management o Manage own budget - £500
o Where a repair cost exceeds budget allowance, the Customer Services Co- coordinator MUST seek authority from a Customer Service Manager.
o Managing contractor costs -
o Manage each case from a cost, quality & customer satisfaction perspective.
o All invoices whether recoverable or not are authorised by a Customer Service Manager.
o Recovery of costs - Contra charges to parties responsible.
o o Customer Satisfaction Surveys - Recovery of 5 Star Status
o Carry out Welcome Calls within 3 days after Legal Completion.
o Where Transfer of the Customer has taken place to Customer Service, the Co-ordinator must liaise with the customer directly to recover survey. (Work in conjunction with Site Teams)
o Improve scores - more pro-active communication with customers.
o Identify potential negative customers - report to Customer Service Manager for action.
o Improve response rate - regular contact with customer through "Tasks"
o Teamwork - Building better relationships with colleagues & Contractors
o "Put a voice to your name & face to your voice"
o Regular visits to site.
o Meetings with Customer Service Managers to discuss issues/problems on your allocated developments.
o Attend Customer Service Team meetings.
o Attend Customer Service Team "Friday-Friday" Teambuilding Lunches.
o Meet & Greet Site & Sales Managers for new developments
Job Types: Full-time, Temporary contract Contract length: 3 months Salary: £14.75-£15.00 per hour