Senior Customer Service Representative

Senior Customer Care Representative

Chesterfield

Immediate start

GBP21k

Monday-Thursday 8.30 am-5pm Mon 4.30 Friday

FREE PARKING

This is an amazing chance for someone who is looking to progress their career and take on a new challenge.

Experience is key to your application and accompanied with the drive and determination to win instructions and offer an exceptional level of customer service to working with sub contractors.

Take ownership of all ongoing customers' issues which have been escalated to manager level, responsible for allocating resources including Customer Service Operatives and contractors to undertake work in customers' homes.

Work closely with the Customer Service Manager to ascertain the issues and have them rectified in a timely manor

To collate & Manage information and data on legal completions due and taken place, collate all paperwork relating to these and feed back to Customer Service Manager

Be professional with internal, external staff and customers.

Exceed customer expectations and help them with every step of their journey.

• Ensure all records are updated to provide the correct information on reports

• Liaise with the NHBC claims department as required

• Ensure the correct allocation of work to the Customer Support Operative team, the existing site teams and / or contractors to fix issues that have arisen in new customer homes.

• Monitor the incoming paperwork from site and ensure it is attached to our systems here by coordinators

• Allocate any NHBC inspections and other inspections as required

• Oversee the work of contractors and report on poor contractor outcomes to the Customer Service Manager

• Address unsuccessful/poor remediation of customer issues.

• Ensure that out-of hours' services and reporting work effectively

• Maintain complaint spreadsheet and provide weekly updates to the management team

• Acknowledge and correspond with complainants within agreed timeframes

Skills and Experience

• Ensure that all complainants receive regular updates relating to their complaint

• Ensure data is being pulled and recorded for all customer issue

• Ability to work independently, prioritise work and take initiative

• Able to demonstrate efficiency and reliability in previous roles

• Ability to think ahead and forecast customer issues

• Works well under pressure/in a fast-moving environment

• Customer Complaint handling experience

• Excellent written English

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.