Newbuild Customer Care Coordinator
What you can expect from us
- We offer a competitive salary of £26,350
- 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
- Opportunity to further increase annual leave with service or though the holiday purchase scheme.
- Immediate entry to our Pension scheme (matched contributions up to 10%)
- A great flexible working environment, with a range of family friendly policies
- Simply Health cash plan with financial benefits and the option to extend to your family.
- Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
- Paid leave for absence including sickness, maternity, paternity, and adoption leave.
- Access of up to £150 annually through the ‘Learning for life’ scheme
- Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
- Develop your career with support and access to training and qualifications.
About the role
Onward Homes is now looking to recruit a Customer Care Specialist who will act as the first point of contact for our New Homes division. The successful candidate will provide a first class customer service to onboarding new customers into their homes and supporting them through the first 12 months in the property. This role often includes coordinating with internal teams, external contractors, and suppliers to resolve issues and maintain high customer satisfaction.
You are also required to undertake any other duties including Health & Safety and compliance within your capabilities as maybe reasonably required.
Whilst this role is a home based position, you must be able to drive and be willing to attend our Didsbury office in Greater Manchester, as well as site visits when required across the North West of England.
Required: A Full UK Driving License and access to your own car
Key Responsibilities
- Customer enquiry handling - Ensure that all issues raised by customers are dealt with professionally, quickly and to their complete satisfaction, while adhering to all Customer Care policies and procedures.
- Data management and record keeping - Maintain and update all databases, ensure key documents are stored electronically to enable easy reporting and document retrieval.
- Defects Management - Liaise with development colleagues and contractors to ensure all remedial works are completed efficiently, in accordance with the defects liability and NHBC/equivalent Buildmark Warranty.
- Learning and Evaluation - Utilise the IT system and associated reporting to manage resolution of defects and identify where performance is falling below expected levels.
- Cross team working - Work collaboratively with the development team and other Onward colleagues to develop and implement recommendations for improving service delivery.
- Customer Service - Ensure high levels of customer service are maintained throughout the process and that the customer journey is efficient as possible.
- Customer Satisfaction - Carry out post completion satisfaction surveys with all customers, to collate and analyse customer satisfaction information to feedback to development colleagues, improve the service and share learning.
- Performance Reporting - Maintain accurate records, updating systems, obtaining customer feedback and providing information to support performance reporting and continuous improvement
Skills, Knowledge and Experience
Essential:
- Proven experience of working as an Administrator in a fast paced environment.
- Experience within a Customer Services environment
- Proven experience of meeting targets and deadlines.
- Strong organisational skills.
- Ability to cultivate productive relationships with colleagues and partners.
- Computer literate with the ability to use Word, Excel, Property Portals and social media
- A full UK driving license and access to your own car
Desirable:
- Experience of using defects software and producing reports.
- Experience of working within the construction or house building sector
- Knowledge of shared ownership.
Qualifications
Essential:
- GCSEs minimum of English and Maths / equivalent qualification.
Desirable:
- Property related qualification.
About Onward
Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across in 52 neighbourhoods across the region.
We believe that everyone deserves a place to call their own, which is why we’re committed to building 500 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.
In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.
We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below.
If candidates have any questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on HumanResourcesTeam@onward.co.uk and a member of the HR Team will be in touch.
Please note that we reserve the right to close the vacancy early prior to the closing date.
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