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Customer Care Assistant
Job Posted: 4 days ago
Salary: £ 27,000 - 27,000 / Annum
Job Type: Permanent
Location: Sevenoaks, Kent
Expire in: 24 days
Job Description
Overview:
An administrative role guiding projects through RIBA stage 7, assisting Technical Teams internally and assisting Client’s with defects resolution until successful issue of the Making Good Defects Notice.
Duties:
Work for a small team, reporting directly to the Team Leader/Delivery Director.
Role Requirements:
* Recording defects immediately on the Defects Management Database capturing all necessary details.
* Seeking advice where it is unclear whether the issue is a defect.
* Liaise with third parties to ensure that defects are remedied.
* Maintain records and ensure the Defects Management Database is upto date with progress as well as Client Management Systems.
* Pro-actively chase sub-contractors regarding the status of reported defects and required actions where applicable.
* Deal with all client/customer email and phone queries.
* To inform all clients in accordance with KPIs the status of all reported defects.
* Develop strong working relationships with the field service technicians and sub-contractors.
* Liaise with the Internal Technical Teams as appropriate.
* To ensure all defects reported at the End of Defects Liability Period are completed and support scheme closures.
* Contribute to End of Defects Team management reports with relevant data collection.
* To aid in securing the end of defect fees.
* Support the End of Defects Team in other tasks and activities as appropriate.
Essential Skills, Knowledge and Understanding:
* MS Office (Word, Excel, Outlook)
* Database knowledge
* Customer Service
* Understanding of Defects/Repairs
Person Specification
* Experience of delivering excellent customer care and service in a busy organisation.
* Experience of working with contractors and supply chain partners and monitoring of service standards.
* Understanding of working with KPIs and Service Level Agreements.
* Experience of complaints handling and follow-up procedures.
* Ability to work as part of a team but also have self-motivation to manage and be responsible for own workload whilst demonstrating the ability to work well in a high pressured environment.
Clients:
* Housing Associations
* Local Authorities
* RSLs
General:
* Comply with, or improve upon, our Clients’ Key Performance Indicators.
* Working with and developing a Quality Management System. Report on a regular basis on status of projects and update Fee Projections.
* Assist the Director in Charge with Business Development, cultivating new and existing Clients to promote our Building Surveying service offeringBefore You Apply
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