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.
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 key holding 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:
Skills and Qualifications:
- Excellent written English.
- Experience with customer service, ideally resident liaison experience within construction/social housing sector.
- Ability to manage resident expectations.
- DBC check (standard).
General IT: •
Competent MS Excel, MS Word, Microsoft Outlook email and calendars.
- Competent use of Project Probe and SharePoint