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Rochdale

    Customer Relations Advisor - Rochdale, United Kingdom - Optimise By Recruitment

    Optimise By Recruitment
    Optimise By Recruitment Rochdale, United Kingdom

    1 week ago

    Default job background
    Permanent, Full time Real Estate
    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.

    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.
    • Nurturing 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
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