Job Description

What we would like from you:

 

Key Responsibilities –

• Review our customer satisfaction measurement through data provided by NHBC National New Homes 8 week and 9 month Surveys.
• Liaising with site and sales teams on any customer issues.
• Responsible for overseeing and delivering a 5* service, to ensure Linden Homes achieve a 5* Housebuilder status.
• Demonstrate empathy where appropriate and clearly communicate the Linden Homes policies and procedures on any issues raised.
• Ensure that our customer service system is utilised fully and by using the data and reports available, provide feedback internally and with our contractors.
• To be conversant with/have knowledge of, our Standards of Finishes, NHBC Standards and Building Regulations.
• Diary management to ensure customer visits are booked in a timely manner.
• Overseeing our operative schedule, ensuring appointments are appropriately booked for time and distance
• Overseeing our Housing Association relationships and assisting with End of Defect inspections.
• Ensure compliance with all Health & Safety requirements.
• Ability to communicate at all levels with both internal and external parties.
• To attend internal meetings where appropriate such as Project Meetings and Sales Build meetings, to discuss customer issues and identify potential build concerns that could impact our customers.
• Manage budget and cost control in line with defined budget parameters.
• Monitor completion of any defects/issues reported within the two year warranty period in line with the company guidelines.
• Provide training/assistance to Customer Service personnel, ensuring that all appropriate soft skill, IT, Technical, Health & Safety training has been provided.
• Supervise works in progress to ensure that they are completed to a satisfactory standard and in accordance with the agreed programme.

The Good Stuff:

We are a fast paced and exciting place to work. We offer our employees multiple opportunities to learn, develop and nurture successful careers with us.

Some of our key benefits include…

• Competitive salary and package
• 28 days holiday plus the option to buy or sell up to 5 days
• Private Healthcare
• Sharesave scheme
• Company car, car allowance or travel allowance (role and geographic dependant)
• Support with a professional membership

Required Knowledge, Skills, and Abilities

A background in a managerial customer services role, within construction experience preferable Experience in face to face customer interactions and complaint resolution Well-developed communication and time management skills Demonstrating outstanding customer service skills both written and verbal A ‘can do’ positive attitude Brings solutions and identifies opportunities - challenges the norm An organised and flexible approach to their role Able to move from task to task, recognising priorities and acting quickly as required Team player – happy to assist others both in the team, and across departments The successful candidate should have the ability and experience to effectively manage sub-contractors and their workload as well as empathise with and manage a range of customer requirements. Full driving license Excellent IT skills Located in the Surrey or Sussex areas or near by 2 years of housing association / new build customer management experience