Your key responsibilities are: • Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and the team.
• Work closely with Project and site management team to ensure quality of customer service is maintained to a high level, including resolution of issues raised.
• Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach.
• Maintain customer service processes and systems as relevant for the site and residents.
• Respond to all resident issues, working closely with project and site management team to ensure resolution of issues raised to ensure prompt resolution and recommend changes, in line with policies.
• Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly.
. Role Responsibilities:
• Work closely with the Project Manager and Design & Quality teams.
• Set up and maintain customer service systems, site records and local documentation and communication plans.
• Draft responses and communication for residents and other parties.
• Mail merge letters to be sent to residents for surveys and installation dates etc, as directed by the Customer Service Manager/ Assistant Customer Service Manager
• Answering of phone calls and making any necessary appointments.
• Liaise with individual residents and establish individual requirements.
• Arrange site surveys as required to each property within the project.
• Manage surveys and work appointments with residents and comply with local keyholding and security requirements.
• Maintain record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings.
• Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate.
• Observe all H&S rules and ensure resolution of service issues comply with all such rules.
• Escalate unresolved issues to CSM, when appropriate to do so.
• Basic site administration including data entry of the in house ’probe’ system for the below:
? Delivery receipts – Once a week update deliveries on probe and ensure hard copies are sent/collected for the attention of Accounts Team.
? Site stock takes – Every Thursday stock takes are undertaken by the Site Manager. Information needs to be updated and sent to head office by you once a week following this stock take.
? Update and close out alerts – Manage alerts on probe by reviewing every three days, chasing for response from individuals who are down to provide this.
? Right to Work Checks – Checking of right to work for subcontractors including taking copies of passport or checking settlement status on the government website.
? Maintain ID system for operatives - following procedure already started by Site Manager.
• To perform any other administrative duties as directed by CSM.
• Obtain satisfaction surveys for all residents, collating responses, and work with project staff to use feedback to improve our service
Skills and Qualifications:
• Excellent written English.
• Experience with customer service, ideally resident liaison experience within construction/social housing sector.
• Ability to manage resident expectations.
• DBS check (standard).
General IT:
• Competent MS Excel, MS Word, Microsoft Outlook email and calendars.
• Competent use of Project Probe and SharePoint