Senior Administrator - Hebburn, Tyne and Wear, United Kingdom - Keepmoat

Description

Keepmoat Homes is a fast growing top 10 UK housebuilder. We design and build quality homes and create places where people want to live.
Our investment and participation helps transform communities and improves the lives of local people.

We have a national presence combined with local knowledge and expertise in all aspects of housing - from finance, design and planning, to developing and building.

Our comprehensive skills and capabilities give us a wider perspective across the whole housing lifecycle and we create lower risk ways of building homes people need.

For more than 90 years our work has been absolutely visible to local communities so being part of the community is in our DNA.

We hire local suppliers and tradespeople and work with local communities to make sure that our plans meet their needs.

Themain purpose of the role is to provide an efficient and effective customer care service, liaising with customers, contractors, site, and management teams whilst maintaining effective working relationships.

To manage and continually improve the Customer Service experience for Keepmoat customers to support our ambitions to be a 5-star builder and a leader in Customer Service in the homebuilding industry.

To understand, implement and adhere to HSS policy and strategy
To liaise with all customers and sub-contractors to establish an excellent after sales/maintenance response to all complaints / queries
Liaise with customers, suppliers, site managers and sub-contractors to ensure that all associated works are carried out at agreed times
Ensure the customer care / after sales image by personally contacting customers two weeks after legal completion to ensure the customer is happy and satisfied
Plan and monitor the work of the customer care supervisor in advance to ensure continuation of work
Liaise with Site Managers, Contracts Managers and Construction Director prior to arranging any meetings with customers for the Customer Care Manager
Produce all relevant documentation relating to customer care accurately and in a timely manner
Responsible for updating COINS system in a timely and efficient manner to ensure accuracy of customer database
Responsible for collating / maintaining the 28-day customer care questionnaire
Monitor and report to the Customer Care Manager the performance of the sub-contractors
Report any continually occurring problems encountered by the Customer Care Manager to ensure these can be rectified and the source of the problem identified
Effectively liaise with management, maintenance supervisor, sub-contractors, and suppliers to ensure minimum response times to customer care issues
Skilled in relationship building and stakeholder engagement
High level of computer literacy in MS Office
Proven track record in project management including managing change, driving operational excellence improvements.
External business and commercial awareness and understanding across a number of industries
Outstanding interpersonal and relationship skills and able to influence and operate at senior level
Use a range of influencing techniques to move the business towards a customer orientation, securing commitment to change, and driving performance
succession planning etc
Covered a more senior role to support upward management experience

As the market leader in our industry we want to ensure that we attract, motivate and retain the best people who can deliver the best service for our customers.

Competitive rates of pay - We regularly check our pay against our competitors to make sure they reflect our position as market leader.

Bonus Scheme - Our annual bonus scheme is linked to team and company performance.

Special offers for staff - We run a range of offers and discounts exclusively for our employees including holidays, health club memberships and days out.

Development - we offer genuine development opportunities to progress your career.

Our values are the foundation for our vision, the cornerstone of our culture and the benchmark for our achievement.

Collaborative - We work together in partnership to deliver the very best customer experience. We put pride and energy into delivering results. Creative - We are proactive, flexible and resourceful. we are flexible and will tailor our services to our customers' needs.