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CUSTOMER CARE MAINTENANCE TECHNICIAN (NEW HOMES)
NORTH WALES
NEW HOMES CONSTRUCTION SECTOR
COMPANY VEHICLE INCLUDED
£35,000 - £40,000pa (DOE)
YOU Recruit is seeking a Customer Care Technician based in North Wales. As a Customer Care Technician, you will play a vital role in ensuring the swift resolution of reported maintenance tasks and providing outstanding support to the companies customers and Customer Care team. Your primary responsibilities will revolve around responding to customer repair requests promptly, carrying out any repairs to the highest standard and contributing to enhancing the overall customer journey and maintaining the company's high NHBC rating.
What you’ll be getting up to:
The successful candidate will initially be the sole contact for this division within the business, with a view to build a marketing function from the ground up in an innovative and exciting financial services business.
Duties & Responsibilities:
- Repair Resolution : Attend to and complete repair requests, to the highest standards, as efficiently as possible, thereby reducing the number of visits required to the customer.
- Administrative Support: Use of internal and external systems and processes to manage workload and to feedback results of repair appointments.
- Customer Service Improvement: Actively contribute to enhancing the overall service delivery and quality of our homes by identifying areas for improvement and proposing actionable solutions.
- Contribute to reporting systems to analyse customer issues and complaints, extracting valuable insights to be shared with the Senior Management team.
- NHBC Survey Management: Promote and actively contribute to the management of NHBC 8-week and 9-month surveys to maintain the companies 5-star rating.
- Trustpilot : Promote and actively contribute to the companies Trustpilot rating, to achieve a 5 star rating.
- Appointment Scheduling: Liaise with Customer Care team members to ensure efficiency of appointments between customers, company technicians, and external contractors/suppliers, ensuring optimal coordination and communication.
- Interdepartmental Liaison: Collaborate with other departments and external partners and stakeholders when necessary to facilitate smooth operations and customer support.
- Adaptability: Demonstrate the ability to handle multiple tasks and prioritise workloads effectively to meet deadlines and maintain excellent customer service standards.
What we’re looking for:
- 1 – 2 years’ experience in the housebuilding industry in a similar role
- Prioritisation: Strong ability to prioritise and organise workloads efficiently, ensuring timely resolution of customer queries and issues.
- Communication Skills: Excellent face to face communication skills to interact with customers and stakeholders professionally.
- Team Player: Capable of working effectively as part of a team, collaborating with colleagues to achieve common goals.
- Maintains high standards and delivers high quality results by balancing quality, speed & cost management appropriately.
- Builds highly collaborative working relationships across both internal and external stakeholders, teams and subcontractors/suppliers, understanding their motivations and priorities, to deliver the best results for the companies customers and colleagues.
- Demonstrates a clear understanding of commercial drivers and relevant information to make well informed decisions that support business KPI's. Includes knowledge of competitors and external / wider factors that impact tbe company e.g. economic, social, environmental.
What you’ll get in return:
- Company vehicle
- 10% company pension
- Up to 10% bi annual bonus
