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Purpose: To provide an exceptional customer experience for residents, clients and other stakeholders on refurbishment projects. Provide a dynamic customer care service, anticipate customers needs and ensure positive touch points throughout the customer journey.
Achieving Results
- Delivering a full customer care service to the project, focussing on the customer journey with excellent communication keeping customers informed
- Deliver a professional, helpful, high quality service and assistance before, during, and after refurbishment works to ensure that the customer's journey surpasses their expectations
- Achieve the clients KPI targets for resident satisfaction
- Make Lovell the Contractor of choice embrace TPAS principles
- Ensuring all activities are documented and recorded as instructed or required on CRM System
- Ensure all complaints are resolved successfully following the Lovell complaints procedure
- Supporting other areas of the project team when required and as requested by Project Management
Managing the Process
- Adopting and embracing the CRM system
- Making appointments for the project team and maintaining project diaries
- Pre-start visits and profiles
- Identify specific customer needs (work patterns/health issues etc.)
- Dilapidation surveys
- Daily completion of the CRM system
- Daily telephone/communication/SMS to residents
- Regular visits to residents where works are underway
- Building good relationship with Client and other stakeholders
- Keep Leaseholders/Private residents informed about works that may affect them
- Ensure GDPR is adhered to
- Actively promote Safeguarding and be aware of reporting protocol
- Monitor out of hours calls on a daily basis - follow up as necessary
- Ensure all complaints are resolved and follow the Lovell complaints procedure
- Distribution and collection of satisfaction questionnaires, follow up issues and monitor trends
- Ensure relevant aftercare information/support is supplied
- Key Performance reporting including compilation of data relative to RLO activities
- Maintain Service Delivery Monitor
- Organising and attending resident and communication events, open days, school visits, meetings and conferences
- Actively looking for PR and community activities
- Forge links with Resident Associations
- Prepare newsletters and regular updates
- Assist with Considerate Constructor initiatives
- Support the project delivery team in their daily project administrative tasks as required
- Supporting the project and other projects business in community initiatives, events, new business and customer care.
- Supporting the delivery team to maintain excellent standards of good housekeeping, PPE
- Ensure maintenance of safe environment for tenants
- Compliance with LIBMS processes and procedures and Project Plus/CRM
- Maintain a presentable image by adherence to the Lovell dress code
Serving the Customer (Internal and External)
- Ensure the residents are dealt with competently, fairly and effectively in all situations adhering to Lovell Equality and Diversity Policy
- Apply the principles of Service First in all activities
- Support and promote resident satisfaction with proactive customer care
- Explain the role of Lovell & actively promote Lovell
- Build Customer confidence by delivering an exceptional customer journey
- Create professional environment
- Communicate with resident and project team throughout works programme
- Explain all aspects of the improvement work and manage expectations
Service First
- Develop and maintain productive relationships with all members of the team
- Ensure all operational staff understand the importance of customer service and adhere to Service 1st principles at all times
- Promote a clear focus on quality assurance, service accessibility and responsiveness, maximising client involvement and feedback
- Attend meetings and engage actively with key Clients
- Promote the profile of Lovell
- Promote customer service excellence throughout the project
Service First
Every individual across the business has a responsibility to work in accordance with the Service First Principles and adopt the Service Delivery actions required to ensure their project meets the requirements of the SD cornerstones
Health and Safety
All employees have a statutory duty to look after their own safety and to give due consideration for the safety of others. Employees also have specific responsibilities as set out in the Company Health and Safety Policy
Equality & Diversity
All employees must comply with the Company Equality and Diversity Policy, ensuring that at all times behaviour is fair and non-discriminatory
Delivering Quality
- Ensure that all RLO tasks are complete to the required standard and on time.
- Accuracy of grammar, clear communication and effective coordination of the tasks required at all times.
- Maintain a presentable image by adherence to the Lovell dress code
