Job Description

Customer Experience Co-ordinator - Trainee

Role profile

Key role responsibilities:

Ensure we retain our high level of standards and internal benchmarks for customer care issues, always putting our customer are the forefront of your thinking to ensure excellence in service and quality

Build and maintain strong working relationship with Head of Build, and Site team, alongside Commercial team, ensuring excellent communication to support team working spirit

Maintaining Client relationships and meeting their own KPIs and deliverables and expectations with our customer service. Develop an understanding of how each clients expectations may vary.

Occasional attendance at meetings with client representatives to generate lists for defects and develop improved working relationships

In busy periods attend client inspections for live jobs to support site managers i.e. the two large care schemes.

Ensure that our Doing the Right Thing values and behaviours are embedded in all that you and wider team do, for the betterment of our business and protection of our brand

Produce reports and monitor outstanding items and critically analyse trends to feedback to Production team

Maintain commercial awareness ensuring that all issues and defects are resolved timely and as efficiently as possible

Proactively respond to all customer and colleague communication through various channels, in line with agreed response times

For private sale plots, upon legal completion, send welcome letter to our new homeowner introducing the customer experience team

Assist in managing defects or queries for a satisfactory resolution within KPI set timescales

Manage our reporting system of customer issues, identifying any issues not resolved within our agreed timescales (a system plot file)

Set out remedial briefs for works to be undertaken by identified sub-contractors, with sufficient detail to ensure that trades have all information, materials and tools required to complete each task to the customers satisfaction and within agreed timescales

Liaise with members of Commercial team to procure materials, ensuring remedial works are delivered within agreed timescales

Responsibility to inform Commercial team if there is a belief the defect may be chargeable to the original subcontractor who carried out the work

Organise appointments with customers and co-ordinate diaries for subcontractor trades, ensuring works are completed within agreed timescales

Ensure that customers are updated on progress at all times until remedial items are resolved

Share best practice across all team members to ensure we continue to deliver exceptional customer experiences

Attend weekly meetings with Head of Commercial to ensure deadlines are met, issues are discussed and resolved

Complete all the necessary paperwork for electrical and water services and NPA

Look to introduce processes and procedures to ensure best practise, including identifying regular channels of communication

In exceptional circumstances you may be asked to pick up any emergency calls and communicate accordingly with our team and or supply chain to ensure emergencies are dealt with swiftly

Look for trends within the defects reported and action as accordingly with subcontractors education and technical function if its proved to be poor design.

Assist with the preparation of health and safety files

Assist technical and operations with estate completions, chasing up info, filling out applications etc.

Assisting technical with warranties and appointment docs

Providing administrative support to Head of Build, and other Senior Leadership Team members where relevant

* Provide support and cover to other team members when required