Location: Croydon (until January) 3 days in the office/2 days remote, and then from January either Lewisham, Corsica Street, Camden, or London Bridge (TBC) 1 day a week/4 days at home
Job Type: Temporary 6 months
Salary: £18.02 per hour PAYE or £24.11 per hour UmbrellaReed is recruiting on behalf of a client for a Customer Care & Quality Executive. This role is essential for delivering exceptional customer care to clients once they have moved into their new homes. The position involves operational tasks within the Customer Care & Quality team, focusing on addressing customer defects during the Defect Liability Period/warranty for their new home in a timely and professional manner.
Day-to-day of the role:
Provide high-quality service to customers by addressing their concerns, Right to Repairs, or defects, ensuring satisfaction.
Schedule follow-up actions and enter relevant information into the CRM system after each customer contact.
Provide detailed information about defects and concerns, addressing customer questions related to their new home.
Respond to both basic and advanced customer issues related to defects, concerns, or complaints, escalating as appropriate.
Resolve operational issues and questions as they arise, supporting others in delivering their duties.
Make calls to allocated customers to maintain and strengthen existing relationships, acting as a first point of contact for resolving queries and complaints.
Answer telephone calls and assist callers or those making inquiries by email or mail, directing more complex matters to colleagues as necessary.
Develop knowledge and understanding of relevant policies, procedures, regulatory codes, and codes of conduct.
Support stakeholder engagement by coordinating actions and facilitating meetings.
Build effective working relationships within the internal client organisation, delivering high-quality professional services.
Contribute to reviewing and improving policies and procedures in your area of work.Required Skills & Qualifications:
Excellent written and verbal communication skills.
Strong computer literacy, experienced in CRM, Microsoft Office Word, Excel, and Outlook.
Experience working in housing and familiar with NHBC standards.
Attention to detail with the ability to identify trends and propose preventative measures.
Results-driven, self-motivated, proactive, and able to work autonomously.
Good organisational, time management, and planning skills, able to manage multiple issues simultaneously.
Customer-focused approach, showing empathy and professionalism in managing challenging conversations.
Strong collaborative ethos with experience in problem identification and stakeholder engagement.
Focused on continuous improvement and flexible with changing priorities.To apply for the Customer Care & Quality Executive position on behalf of our client, please submit your CV to Holly Woodward @ REED