Customer Relations Advisor - Fawkes and Reece : Job Details

Customer Relations Advisor

A regional house builder seeks to appoint a Customer Relations Advisor to provide a positive and 5 * Customer experience to their customers within the Greater Manchester region.

About the Customer Relations Advisor role

Working closely with the Customer Relations Manager and site teams you will be responsible for delivering the best customer experience through customer-centric communication, advice, support and guidance. You will be responsible for monitoring and tracking their internal system ensuring that all activity is processed and actioned within a proactive manor ensuring 5 * customer service is achieved.

Main duties and responsibilities for the Customer Relations Advisor role:

• Effectively manage all complaints, ensuring compliance to New Homes Quality Code at all times
• Facilitate all complaint responses ensuring all information is provided by the Regional team.
• Provide detailed report on all complaints and their status in weekly meetings
• Action and issuing of all Customer Care defects received through the system, maintaining service level agreements
• Weekly status checks on all outstanding defects on jobs that are on hold.
• Ensuring all actions are completed daily
• Monitoring and responding to all Regional Customer Care and Customer Service mailbox queries within agreed timescales
• Sourcing and identifying customers plot and development information plus investigation history on all current and previously reported matters
• Full administration and weekly updates of the 'Your Watch' database
• Producing monthly reports from the system and monthly KPI reports for Region
• Providing support to regional area offices in respect of customer queries
• Contacting customers post legal completion to understand their journey and experience, providing feedback to the Regional teams
• Positioning a recommend or non-recommend in line with customer's feedback and distributing this information to area offices

Customer Relations Advisor - Skills & Experience

• Excellent customer relationship management skills within an on-line context as well as face to face setting.
• Excellent customer service communication skills, both written and verbal.
• IT literate especially in relation to Microsoft packages (Work/Excel/PowerPoint/Outlook)
• Experience working within a customer service role.
• Strong collaborative, team working and interpersonal skills.
• A working understanding of the financial implications of the methods and sequences of build.
• Extensive product, NHQC and Customer Service experience is preferable

In return for your skills my client are offering a competitive salary and package inclusive of a company bonus scheme, pension, private medical, life assurance, share scheme and 26 days annual leave. In addition, the company are passionate about developing and supporting their employees to work to the best of their potential and encourage progression from within.

If you are interested in the Customer Relations Advisor opportunity and would like to apply, please contact Deena at Fawkes & Reece on or apply via the link provided.