Customer Relations Advisor - Rochdale, United Kingdom - Fawkes & Reece

Fawkes & Reece

Verified Company

Rochdale, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:
Rochdale

Salary:
£22K- £28K per Year

Contract:
Permanent

Type:
Full Time

Reference:
VAC-342389_

Posted:
April 18, 2024

Customer Relations Advisor

Competitive salary/package including company bonus, enhanced pension scheme, medical insurance, life assurance and 26 days holidays*****A regional house builder seeks to appoint a Customer Relations Advisor to provide a positive and 5 star Customer experience.

This role is responsible for delivering the best customer experience through customer-centric communication, advice, support and guidance, whilst working closely with the regional customer care team to deliver support and service in a timely manner.

You will be responsible for monitoring and tracking their internal system ensuring that all activity is processed and actioned within a proactive manor ensuring customer satisfaction and compliance to the New Homes Quality Code/Consumer Code at all times

Main Responsibilities:

Effectively manage all Regional complaints, ensuring compliance to New Homes Quality Code at all times
Facilitate all complaint responses ensuring all information is provided by the Regional team.
Provide detailed report on all complaints and their status in weekly meetings
Action and issuing of all Customer Care defects received through the system, maintaining service level agreements
Weekly status checks on all outstanding defects on jobs that are on hold.
Ensuring all actions are completed daily
Monitoring and responding to all Regional Customer Care and Customer Service mailbox queries within agreed timescales
Sourcing and identifying customers plot and development information plus investigation history on all current and previously reported matters
Full administration and weekly updates of the 'Your Watch' database
Producing monthly reports from the system and monthly KPI reports for Region
Providing support to regional area offices in respect of customer queries
Contacting customers post legal completion to understand their journey and experience, providing feedback to the Regional teams
Positioning a recommend or nonrecommend in line with customer's feedback and distributing this information to area offices

***
Customer Relations Advisor - Skills & Experience

Essential in complaints handling and formal complaint response writing
Experience working within a customer service role (essential)
Experience working in a housebuilding company within a customer care role
Team Player with excellent customer service, communication and interpersonal skills
Professional telephone manner
Strong written and verbal communication skills with focused attention to detail
Good time management and organisational skills with the ability to multitask and manage time effectively to meet deadlines

In return for your skills my client are offering a competitive salary and package inclusive of a company bonus scheme, pension, private medical, life assurance, share scheme and 26 days annual leave.

In addition, the company are passionate about developing and supporting their employees to work to the best of their potential and encourage progression from within.