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Job Description
The Customer Relations Advisor role is pivotal in ensuring the delivery of exceptional 5-star customer experiences within the region. This entails providing customer-centric advice, guidance, and support while closely collaborating with CRM, Build colleagues, and Customer Care Technicians.
If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.
Key Responsibilities:
- Proactively engaging as a member of the regional Customer Care team to deliver exceptional 5-star customer service within the operational area.
- Efficiently managing all regional complaints in adherence to the New Homes Quality Code/Consumer Code standards, ensuring timely resolutions.
- Collaborating with the regional team to compile pertinent information for informed and detailed responses to customer complaints.
- Providing accurate and comprehensive reports on customer complaints and their statuses during weekly regional meetings, promptly escalating serious concerns as necessary.
- Actioning and addressing all Customer Care defects logged through a CRM system, adhering to service level agreements.
- Monitoring and addressing queries from the Regional Customer Care and Customer Service mailboxes within agreed timelines.
- Offering support to the regional team regarding customer queries and concerns.
- Handling inbound customer calls, ensuring timely responses, and managing voicemail messages.
- Efficiently managing the Customer Care email inbox.
- customer relationships post-legal completion, soliciting feedback to enhance the customer journey and driving a culture of Customer First.
- Managing administrative tasks and providing weekly updates on the 'Your Watch' database.
- Upholding security protocols and professional use of company property and equipment, ensuring compliance with GDPR requirements in all customer communications.
- Adhering to Company Health & Safety, Environmental, and Corporate Responsibility policies, ensuring all site visitors and customers comply with relevant H&S procedures.
Key Performance Measures:
- Supporting the region in achieving a 5-star satisfaction score.
- Effectively handling all complaints in line with NHQC & Consumer Code standards.
- Serving as a brand ambassador with exemplary customer service skills.
- Collaborating effectively with the wider Customer Care team and onsite construction team.
- Demonstrating a commitment to continuous improvement in service delivery and personal performance.
- Providing accurate and reliable customer service and business information, maintaining GDPR-compliant records.
- Exhibiting excellent customer relationship management skills both online and face-to-face.
- Demonstrating proficiency in IT, especially Microsoft packages.
- Previous experience in a customer service role.
- Strong collaborative, team-working, and interpersonal skills.
- Basic understanding of the financial implications of build methods and sequences.
- Preferably, extensive product, NHQC, and Customer Service experience.