Customer Care & Quality Executive

Salary: £31,280 - £36,364 per annum
Location: Hybrid/Croydon
Hours: 36 per week
Contract Type: Permanent

Are you driven by delivering excellent customer service? If so, we have a new and exciting opportunity for you!

We're looking for a Customer Care & Quality Executiveto join the Customer Experience team at Latimer Homes.

Latimer Homes is the development arm of Clarion Housing Group. We exist to build homes and create communities, playing our part in tackling the housing crisis.

What sets Latimer apart is our long-term commitment, to the people who live in our homes. Our model is not to build and then move onto the next site. We are long-term stewards of place, committed to building sustainable and thriving communities.

We're part of a social business, reinvesting our profits back into building more affordable homes and supporting Clarion residents.

Where will you work?

We're flexible and can offer a hybrid of home working and from our Croydon office, at least three days per week, with some occasional travel required to our London Bridge office. You'll be required to work between the office and home in line with business needs.

What you'll be doing

Within the Customer Experience Directorate, our mission is to ensure the customer receives the best experience, at each touch point of their journey with us. From their initial enquiry about their new potential home, right through to moving in and the care provided during the defect warranty period.

As a Customer Care & Quality Executive, you'll be responsible for delivering the best Customer Care to our customers, once they have moved into their new home. You'll be logging and tracking any defects the customer raises during the defect liability period, providing ongoing advice about their new home and managing all defects and enquiries through to resolution. You'll also develop relationships with a portfolio of house builders, to ensure they deliver a high quality service on our behalf, when our customers experience an issue in their new home.

Key responsibilities will include:

• Be the point of contact for customers living in new build properties; raising defects, providing advice, signposting to relevant colleagues and ensuring they are happy in their new home
• Ensure all communication with the customer, both written and verbal, is accurate, professional, courteous and to the Clarion standard
• Effectively triage issues, to ensure only defects covered under warranty are passed to building contractors and providing customers with appropriate advice
• Raise defects in the relevant systems and pass to the contractor to complete
• Track all defects and complaints in the relevant systems and in line with business policies and procedures
• Liaise with building contractors to ensure orders are successfully attended and completed within published timescales and contractual obligations
• Keep customers fully informed until the matters they raised have been fully resolved
• Liaise with internal teams and 3rd parties to ensure enquiries and escalations are dealt with in a timely manner
• Provide reports and summary information on activity as requested

What we're looking for

We're looking for individuals who care! You'll need a strong customer service background and the ability to persuade and influence. The successful candidate will be someone who empathises with others, always follows through on their promises, advocates for customers and is comfortable holding others to account to get things done. You'll be confident using CRM systems, ensuring records are accurate and up to date and have experience of communicating with a wide range of people including external partners.

What you'll get in return

Knowing that you're making a difference to our residents' lives is rewarding, but our roles offer much more than that. Here at Latimer we're dedicated to rewarding hard work and commitment and providing benefits that support you and your lifestyle.

As standard we offer;-

• Competitive salaries that are benchmarked regularly against current market rates
• Initial 25 Days annual leave (plus bank holiday), increasing to 30 days after 3 years' service.
• A flexible benefit scheme tailored to you, inclusive of healthcare options, dental insurance, restaurant card and cycle to work along with 1% of your salary to spend on whichever approved benefit you like!
• Matched pension contributions of up to 7.5% of your salary with generous life assurance
• Flexible and agile working for the majority of our employees

Our commitment to equality and diversity means that we are keen to help you maintain a healthy work-life balance, including but not limited to part-time working and job share, enhanced maternity, adoption and paternity leave, and compassionate leave.

CV's will be reviewed as they land, so if this sounds like an opportunity you'd be interested in, we look forward to hearing from you.

Closing Date: Tuesday 6th February 2024 at midnight.

Interviews will take place on Wednesday 21st February 2024 at our London Bridge office.

For further details on this vacancy, please click 'apply' or visit our website.

In the event that we receive a high volume of applications, we reserve the right to close this advert early.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.

Diversity and Inclusion

We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.

We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.