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Kelly Harkin

Ref No: CS02

Date Posted: 26-Nov-19

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Customer Services Administrator

Leeds

Administration

Competitive salary

Permanent

Customer Service Manager - North West 

My client a national housing developer requires a Customer Service Manager to join their North West team. 

The Role: 

  • Ensure the delivery of a consistently high quality, professional service to both external and internal customers 
  • Liaise and correspond with the customer from sale for the 1st 3 months ensuring the customer receives an excellent service.
  • Ensure that homes are fully inspected in line with the client’s processes, conducting personal inspections and feeding back to the construction team 
  • Logging all issues on the client’s internal system 
  • Achieve and strive to exceed personal KPI’s (Set by line Manager) to exceed industry standards 
  • The ambition to achieve excellent customer survey results 
  • Effective customer contact at all set points through the customer’s journey, reviewing and managing appropriately, adapting customer requirements enhancing contact where appropriate 
  • Clear documentation of customer’s journey throughout to provide a robust picture 
  • Liaising with the Customer Service Team Leader, monitoring service levels to ensure the delivery of a consistent and quality service 
  • Implements a priority system to ensure customer queries are dealt with efficiently according to issue type and customer sensitivity 
  • Collaborates with customer service and site teams to manage and drive defect closure within set SLA’s 
  • Actively participates in product development/improvement by sharing recurring defect and contractor performance with the technical and commercial teams • Works closely with the commercial team to highlight forthcoming development cost abnormalities and the recovery of same where necessary 
  • Aims to maintain 5* NHBC status 

The Candidate:

The right candidate will have a demonstrable record of experience in a similar role and have the capability to solve problems and make decisions.

A strong communicator with the ability to always to remain calm, patient and professional in a highly pressured situation.

A proactive self-motivator with strong time management, planning and negotiation skills

A Valid UK Driving Licence

Preferred but not essential:

A CSCS card

Working knowledge of COINS and 4P operating system

Experience of dealing with NHBC

To apply for this role please call Kelly on 07766318141 or 01614572380or apply directly. 

 

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