Customer Care Assistant

Overview:
An administrative role guiding projects through RIBA stage 7, assisting Technical Teams internally and assisting Client’s with defects resolution until successful issue of the Making Good Defects Notice.

Duties:

Work for a small team, reporting directly to the Team Leader/Delivery Director.

Role Requirements:

* Recording defects immediately on the Defects Management Database capturing all necessary details.

* Seeking advice where it is unclear whether the issue is a defect.

* Liaise with third parties to ensure that defects are remedied.

* Maintain records and ensure the Defects Management Database is upto date with progress as well as Client Management Systems.

* Pro-actively chase sub-contractors regarding the status of reported defects and required actions where applicable.

* Deal with all client/customer email and phone queries.

* To inform all clients in accordance with KPIs the status of all reported defects.

* Develop strong working relationships with the field service technicians and sub-contractors.

* Liaise with the Internal Technical Teams as appropriate.

* To ensure all defects reported at the End of Defects Liability Period are completed and support scheme closures.

* Contribute to End of Defects Team management reports with relevant data collection.

* To aid in securing the end of defect fees.

* Support the End of Defects Team in other tasks and activities as appropriate.

Essential Skills, Knowledge and Understanding:

* MS Office (Word, Excel, Outlook)

* Database knowledge

* Customer Service

* Understanding of Defects/Repairs

Person Specification

* Experience of delivering excellent customer care and service in a busy organisation.

* Experience of working with contractors and supply chain partners and monitoring of service standards.

* Understanding of working with KPIs and Service Level Agreements.

* Experience of complaints handling and follow-up procedures.

* Ability to work as part of a team but also have self-motivation to manage and be responsible for own workload whilst demonstrating the ability to work well in a high pressured environment.

Clients:

* Housing Associations

* Local Authorities

* RSLs

General:

* Comply with, or improve upon, our Clients’ Key Performance Indicators.

* Working with and developing a Quality Management System. Report on a regular basis on status of projects and update Fee Projections.

* Assist the Director in Charge with Business Development, cultivating new and existing Clients to promote our Building Surveying service offering