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Customer Relations Advisor

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Fawkes & Reece

14d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations

AI generated summary

  • You need strong customer management skills, excellent communication, IT proficiency in Microsoft tools, experience in customer service, teamwork abilities, and understanding of build financials.
  • You will manage complaints, ensure compliance, facilitate responses, track defects, update databases, generate reports, support regional offices, and gather customer feedback post-completion.

Requirements

  • Excellent customer relationship management skills within an on-line context as well as face to face setting.
  • Excellent customer service communication skills, both written and verbal.
  • IT literate especially in relation to Microsoft packages (Work/Excel/PowerPoint/Outlook)
  • Experience working within a customer service role.
  • Strong collaborative, team working and interpersonal skills.
  • A working understanding of the financial implications of the methods and sequences of build.
  • Extensive product, NHQC and Customer Service experience is preferable.

Responsibilities

  • Effectively manage all 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 non-recommend in line with customer's feedback and distributing this information to area offices

FAQs

What is the job title for this position?

The job title is Customer Relations Advisor.

Where is the Customer Relations Advisor role located?

This role is based in the Greater Manchester region.

What are the main responsibilities of the Customer Relations Advisor?

The main responsibilities include managing complaints, facilitating complaint responses, tracking customer care defects, monitoring customer service inquiries, and providing customer feedback to regional teams.

What skills are required for the Customer Relations Advisor position?

Required skills include excellent customer relationship management, strong communication skills, IT literacy in Microsoft packages, experience in a customer service role, and strong collaborative and interpersonal skills.

What kind of experience is preferred for this role?

Extensive product knowledge, experience with the New Homes Quality Code (NHQC), and prior customer service experience are preferred.

What kind of working environment can one expect in this role?

The role involves both customer-centric communication and collaboration with the Customer Relations Manager and site teams, creating a dynamic team-oriented environment.

What benefits are offered for this role?

The benefits include a competitive salary, company bonus scheme, pension, private medical insurance, life assurance, share scheme, and 26 days of annual leave.

Is there an opportunity for career progression in this role?

Yes, the company encourages progression from within and is passionate about developing and supporting employees to reach their potential.

Who should I contact if I want to apply for this position?

You can contact Deena at Fawkes & Reece or apply via the provided link.

What is the focus of the Customer Relations Advisor role?

The focus is on delivering a positive 5-star customer experience through effective communication, advice, support, and proactive tracking of customer-related issues.

Fawkes & Reece

The UK’s leading Construction recruitment consultancy

Human Resources
Industry
51-200
Employees
2001
Founded Year

Mission & Purpose

Fawkes & Reece has been providing staffing and recruitment services to the leading organisations across construction and the built environment since 2001.