Customer Service Advisor

Customer Service Advisor

Position Overview: We are seeking a dedicated Customer Service Advisor to provide exemplary service to our valued customers and stakeholders. The primary focus of this role is to ensure efficient communication and resolution of customer inquiries, maintain strong relationships with customers, contractors, and internal teams, and enhance the overall Customer Service experience.

Key Responsibilities:

1. Engage with customers and subcontractors promptly to address post-sales and maintenance concerns, ensuring timely resolution of complaints and queries.
2. Demonstrate professionalism, courtesy, and punctuality in all interactions with customers and external partners.
3. Oversee and monitor remedial works to ensure compliance with quality standards and agreed timelines.
4. Coordinate with customers, suppliers, site managers, and subcontractors to schedule and execute associated works efficiently.
5. Ensure availability of necessary materials and labour prior to commencing work activities.
6. Personally follow up with customers two weeks after legal completion to ensure satisfaction and address any outstanding issues.
7. Plan and supervise the work of the customer care supervisor to maintain workflow continuity.
8. Coordinate meetings with customers in collaboration with Site Managers, Contracts Managers, and Construction Director.
9. Prepare accurate documentation related to customer care in a timely manner.
10. Maintain and update the customer database in the COINS system accurately.
11. Manage the 28-day customer care questionnaire process effectively.
12. Establish and maintain an organized filing system for efficient document management.
13. Monitor and report subcontractor performance to the Customer Care Manager.
14. Identify recurring issues and collaborate with stakeholders to address root causes promptly.
15. Facilitate effective communication among management, maintenance supervisor, subcontractors, and suppliers to ensure swift response to customer care issues.

Requirements:

Essential:

• Flexible and adaptable approach to work.
• Strong relationship-building and stakeholder engagement skills.
• Enthusiastic, self-motivated, and solution-oriented mindset.
• Excellent numeracy and communication skills, both verbal and written.
• Proficiency in MS Office suite.
• Proven experience in project management, change management, and operational excellence.
• Ability to influence organizational culture and drive performance.
• Decisive decision-making ability and sound judgment.
• Demonstrated external business and commercial awareness.
• Exceptional interpersonal and influencing skills, capable of operating at a senior level.
• Strategic management of brand assets.

Desirable:

• Familiarity with people management tools and techniques.
• Previous experience within a house building company

If you embody these qualities and are passionate about delivering exceptional Customer Service, we invite you to join our team and contribute to our commitment to excellence.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.