Customer Service Advisor

Salary: £26,000 per year

To co-ordinate the Customer Service operation within an allocated geographical area, ensuring an efficient and responsive customer service through the 2 year warranty period and beyond in accordance with the commitments to exceptional service of Our Vision.

Responsibilities and Accountabilities:

• Man customer service calls during normal working hours of operation to provide customers with excellent service by responding in a timely fashion to any queries and defect issues raised through investigating and liaising with sub-contractors, Senior Co-ordinator, Customer Service Manager and Customer Service Operatives.
• Record and maintain all customer contact records and details of reported warranty defects, whether by telephone, letter, email, on site or through sub-contractors, on company’s database. Also record all contact relevant to that customer and defect with contractor, sub-contractor, surveyors, insurance inspectors or internally. Once necessary works have been completed, update database.
• Provide follow up correspondence to each customer enquiry, confirming in writing the main points of discussion and the actions in-hand to resolve the reported defects or issues raised.
• Produce reports from database, including a weekly activity report as required for Head of Customer Service.
• Order any necessary materials and ensure delivery and availability on date booked for works.
• Facilitate information required for demonstration of the property to the customer.
• Update files with information relating to sites as back-up for recitification of warranty defects.
• Pro-active courtesy calls to customers on a regular basis.
• Follow up on customer feedback received via customer surveys in close co-operations with Head of Customer Service.
• Strive to achieve gains in “Customer Satisfaction” and “Recommend” ratings as reported by In-House Research during quartely presentations.
• Accountable for the service provided to dedicated customer base resulting from segmented operation i.e. ownership of specific sites.
• Carry out day to day office administration to drive the smooth running of the department.
• Provide operational cover for colleagues during absence.

Technical Competencies:

• Minimum 2 years’ experience working in a Customer Service role within the property industry
• Demonstrated focus on exceptional customer service
• Excellent communication skills, both verbal and written

Person Specification:

• Proactive, self-driven, results-oriented with a positive outlook
• Keen to deliver exceptional customer service
• An effective leader, motivator and mentor
• Flexible and reliable
• Credible, and comfortable in dealing with a wide variety of stakeholders
• Reliable, tolerant, and determined
• Team player
• Empathic communicator, able to see things from the other person’s point of view
• Well-presented and business like