Customer Care Executive

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Customer Care Executive
Central London & Hybrid Working
Circa £35,000

This is an exciting and rare opportunity to join a growing, dynamic and successful developer as their Customer Care Executive on their Customer Care team.
This role is perfect for someone who has experience in a customer care or customer service related role within the property, housing and construction industry, and who is looking to work for a company with a strong moral compass within a fun and fair working environment.
The main objective of a CC executive is to assist the existing Customer Care team in providing a high quality customer focused service to purchasers and customers who are in the process of, and already have, purchased or rented a Pocket home.

Customer Care Executive Scope:
•To identify ways to measure customer satisfaction and improve service
•To communicate courteously with customers by telephone, email, letter and face-to-face
•To improve any existing customer service procedures, policies and standards for Pocket
•To work with other areas of the business to identify possible improvements to customer service where required.
•To actively participate in meetings with customers, contractors and other external parties where necessary. To chair meetings where required.
•To ensure that all customer facing materials are kept up to date in accordance with changes in legislation or company processes
•To be proactive with regards to streamlining how we operate as a team and offer suggestions on how the service we offer customers can be improved
•To manage relationships with other teams within Pocket and external contractors to ensure customer expectations are met or exceeded

Customer Care Key Functions:
•To take ownership of and manage a portfolio of developments.
•To monitor reported defects and respond to any customer query within 48 hours. Holding emails to be sent to customers where there is no meaningful update to be given.
•Screen, assess and direct property defect enquiries on our reporting system and update the customer of progress and conclusion.
•Maintain reasonable timescales for customers for any remediation works, and ensure that customers are kept informed throughout any works taking place in their home.
•To investigate and solve customers’ problems before they escalate
•To attend site when necessary to investigate ongoing issues that require customer care input.
•To identify a policy for and issue compensation to customers where appropriate.
•To set up a system to keep accurate records of historical defects or recurring issues within schemes.
•To create and take ownership of the expenditure tracker, reporting to the Head of Customer Experience when there are any major expenditure items or when we are approaching the budget limit for that quarter
•To monitor any defects that are not closed within the agreed KPI and raise with the Employer’s agent if appropriate
•To develop technical knowledge of Pocket schemes and the design specification
•To report on any major defects in the weekly customer care meeting

Circa £35,000
Hours: Monday to Friday 9 am – 6 pm
Benefits: Generous holiday allowance, healthcare, life assurance, flexile working, cycle to work scheme and more!
6 month FTC

Please contact us immediately for more information on this role as a Customer Care Executive

REF:CM5870