Customer Care Coordinator - New Home Customer Care Team
What's involved with this role:
Temporary Customer Care Coordinator - New Home Customer Care Team
Reference no: PHA TCL 0009 628A / 1Pay Rate: £17.42 per hour PAYE
37 Monday – Friday, normal working hours
This opening assignment is for 2-3 months
City: LAMBETH NORTH, LONDON
Hybrid working
Join the New Home Customer Care team with proven experience in new build aftercare, including a solid working knowledge of snagging, defects and home demonstrations. Responsible for providing an efficient and effective customer care service from the pre-construction phase through to handover and occupation of homes.This will include leading on all related activities (pre-construction meetings,snagging, home demonstrations etc) liaising with customers, contractors, site and management teams whilst maintaining effective working relationships.Work with the Defects Resolution Officer to carry out end of Defects inspections.
Key Responsibilities:
Performing pre-move in snagging & de-snagging checks with Development colleagues and contractorsLiaison with resident’s post move in taking details of snagging issues and logging these onto relevant housing management systems
Carry out regular void inspections and general maintenance activities of homes post handover up to occupation
Organising and delivery of home demonstration/new homes induction for new customers
Ensuring handover documentation is available to new customers and stored digitally
Providing advice and support in resolving the customers’ queries and issues, ensuring that their expectations are managed and proactive resolutions are identified.
Assisting the Delivery Team with any customer related issues during construction
Liaise with all customers and sub-contractors to establish an excellent after sales/rental response to all complaints / queries.Actively managing team mailbox, picking up general enquiries through various communication channels and assisting with the resolution of complaints
Attend contractual end of defects inspections ensuring works are completed to the satisfaction of the customer working with employer’s agents and Contractors
Qualifications:
Relevant degree/ qualification
Knowledge:
Good knowledge of IT applications, including experience in MS Excel.Understanding of both the current and emerging regulatory regime in respect of Building Regulations and Building Safety for residential construction
Understanding of the client relationship with Contractors and housebuilders in Design and Build contracts/ Development Agreements respectively
Experience:
Experience in defects resolution, aftercare or repairs within Social Housing or a Private background.Experience in communicating and negotiating with internal and external stakeholders.
Experience in the construction process and an understanding of project management.
Experience in delivering the best service to customers and confidence in setting realistic expectations.
Skills & Abilities:
Exceptional communication skills, able to communicate confidently and work effectively with all levels of stakeholders.Able to work at pace and under pressure, whilst using own initiative.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
***Qualification details and any other experience/skills relevant to the role to help support your application (and help us to help you!) – please give full details within your CV document.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us directly via jobs@tclrec.com by quoting the job reference and exact job title.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms.We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days please assume that you have not been shortlisted on this occasion.We will, however, be very happy to receive future applications from you for other roles.
ALD1
Job Ref: PHA TCL 0009 628A / 1
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.