Customer relations Advisor
- Hessle, East Riding of Yorkshire
- Permanent
- Full-time
- To be a proactive member of the regional Customer Care team promoting and providing a 5* customer service level within the regional operational area.
- Work in collaboration with the regional team to collate the appropriate information to provide an informed, accurate and detailed response to all customer complaints.
- Demonstrably support continuous drive to deliver 5 * customer service by championing the customer journey and actively supporting the regional sales and build teams and the wider business to meet, if not exceed, customer expectation.
- Effectively administer and manage all regional complaints in an efficient and timely manner, ensuring compliance
- Provide accurate and detailed reports on all customer complaints and their status in weekly regional meetings whilst ensuring to immediately escalate any serious concerns in a timely manner.
- Responsible for actioning and issuing all Customer Care defects received through the maintaining service level agreements.
- Monitoring and responding to all Regional Customer Care and Customer Service mailbox queries within agreed timescales.
- Providing support to the regional team in respect of all customer queries.
- Answering inbound customer calls, and ensuring all enquiries are responded to in line with SLA's, including the management of all voicemail messages
- Efficient management of the Customer Care email In-box
- Managing the customer relationship post legal completion, contacting them to understand their journey and experience, providing feedback to the regional teams, ensuring Customer First is driven throughout.
- Supporting the region in the delivery of a 5* satisfaction score
- Effective handling of all complaints in line with NHQC & Consumer Code requirements
- Acts as a brand ambassador with excellent customer service skills
- Collaborates effectively with wider Customer care team and onsite construction team
- Continuously strives to improve service provided and personal performance
- Provides accurate and reliable key customer service and other business information and at all times ensure that
- Excellent customer relationship management skills within an on-line context as well as face to face setting.
- Excellent customer service communication skills, both written and verbal.
- IT literate especially in relation to Microsoft packages (Work/Excel/PowerPoint/Outlook)
- Experience working within a customer service role.
- Strong collaborative, team working and interpersonal skills.
- A working understanding of the financial implications of the methods and sequences of build.
- Extensive product, NHQC and Customer Service experience is preferrable