Job Description

Responsibilities and Accountabilities:

• Coach and train staff focussed on personal development and succession planning through talent management.
• Deliver the project in accordance with the business forecast and budget
• Deliver world class customer service measured through the Net Promoter Score (NPS) of 80+
• To ensure compliance with Customer Service Department processes, procedures and reporting
• Adhere to group Health and Safety standards
• Act in accordance with company culture and values of 'Our Vision' commitment to be a world class business generating long-term value by creating successful, sustainable places where people aspire to live
• Maintaining and building relationships with existing customers
• Ensure that all units are taken into stock within the time scales provided
• Make sure that the stock apartments are ready for Director sign off and are defect free prior to notice being served
• Demonstrates compassion and consideration for others, forming mutual trust and professional respect.
• To actively promote collaborative working to achieve best practice engagement across the entire project team.
• Builds and maintains effective networks both internally and externally to form mutually beneficial relationships whilst developing skills to manage expectations.
• To be self-driven with a willingness to learn, adopting a 'can do' mentality and work ethic.
• To operate with a 'one team' approach demonstrating flexible engagement with internal and external customers operating in collaboration with the project team.
• To adopt pragmatic / common sense approach demonstrating a sense of ownership at all times.
• To operate with consistent effort, overcoming obstacles in order to achieve a goal.
• To convey accurate information through effective communication, using the most appropriate methods and adapting to the audience, ensuring mutual understanding.
• To perform effectively by controlling emotions when exposed to difficult situations.
• Consistently works to a high standard and looks for ways to improve current working practices and processes for the benefit of customers and Berkeley Homes.
• Effectively manage the expectations of all customers both internally and externally, ensuring excellent customer service is provided.
• Attend Customer Experience meetings as and when required in order to acquire first-hand information and guidance from the build team.
• Liaise with other departments as necessary to ensure issues are proactively managed in order to prevent recurrence on future developments.
• To maintain all customer information, keeping records up to date on MyHome Plus and C360.
• To meet customers for site visits, in accordance with company Health & Safety regulations.
• As and when requested, manage and advise customers of their selections of purchaser extras and interior selections. Liaise with the construction team on these items.
• Investigate and arrange personalised handover gifts for purchasers alongside the Customer Relations Managers.
• Carry out 7 month inspections when requested and follow up on any works required to the property.
• Review, investigate and complete any issues which may arise from customer contact and communicate to all within an agreed timescale.
• To assist with the end of defects inspections with the Housing Association if required, and record any items which are discussed.
• To effectively manage all customer expectations and deliver excellent customer service at all times.
• To work as a participative member of the Customer Service team.
• To represent Berkeley Homes to the highest possible standards.
• Attend and oversee works undertaken by sub-contractors as required.

Required Knowledge, Skills, and Abilities

Experience in similar role Proactive, self-driven, results-oriented with a positive outlook Keen to deliver exceptional customer service An effective leader, motivator and mentor Quality Conscious Credible, and comfortable in dealing with a wide variety of stakeholders