Job Description

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Our Customer Liaison Assistant will act as a key contact for homeowners' post-completion, managing their needs for up to two years. This role focuses on building strong client and contractor relationships to resolve remedial issues efficiently, ensuring high customer satisfaction while keeping commercial considerations and plot budgets in mind.

What you'll get up to:

Monitor the Customer Services Inbox and actioning as appropriate and where required. Receive and log on Coins the results of all telephone calls, appointments, emails from Customers and Contractors. Ensure the preparation and issue of the weekly defects report for each site as directed by the Head of Customer Service. Ensure the preparation and issue of weekly exception report to each site as directed by the HOC. Liaise with the NHBC/Premier claims department as required. Provide feedback to the technical department in relation to defective materials, design errors. Ensure all relevant documentation is updated in COINS and logged on the correct timelines. Prepare the monthly report on property defects for the monthly Customer Services meeting. First line of support for the Housing Association, responsible for instructing new items and maintaining the 25 day SLA. Reporting on this on a weekly basis.

Management of Contractors and Customer Service Operatives

Managing and fostering positive relationships with customers, contractors and suppliers. Ensure the correct allocation of work to the Customer Service Operative team, the existing site teams and/or contractors to fix issues that have arisen in new customer homes. Diary management and scheduling for customer service operatives and contractors, having a geographical and commercial awareness ensuring that time is utilised efficiently. Allocate any NHBC/LABC inspections and other inspections as required. Oversee the work of contractors and report on poor contractor outcomes to the Head of Customer Service and the Commercial Director. Balance and co-ordinate the scheduling of CSO, ensuring efficient logistics and geography. Ordering materials and liaising with the Commercial Team as required to ensure that materials are available as required to facilitate remediation.

Managing remediation of outstanding issues

Maintain agreed timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home. Address unsuccessful/poor remediation of customer issues. Escalate as required to the Head of Customer Service. Undertake defect reporting for the Head of Customer Service keeping them aware of defects which are reoccurring, to enable these to be escalated. Monitor customer and issue handling; maintain high standards of Customer Service. Follow the complaints and escalated complaints procedure. Refer challenging or complex customer issues to the Head of Customer Service.

Manage costs

Order materials for the CSO team, process PO's and invoices as required. Undertake any contra- charging and raise payment requests as required.

Data capture and reporting

Ensure data is being input correctly into COINS and in line with the Newett Homes Procedures.

Health and safety

Ensure that Health and Safety for CSO's is followed, and site regulations are adhered to. Carry out inspections and liaise with contractors as required. Ensure that a people safety device is worn and charged at all times when visiting clients in their home.

Customer Service Standards

Be an advocate for the customer journey and ensure that it is adhered to. Develop a positive relationship with customers, so that wherever possible, property defects can be remedied in a timely and satisfactory manner.

We're looking for someone who:

Full and clean driving licence. Experience using COINS Previous experience in a customer service or client facing role. Has the ability to remain calm and collected when faced with difficult customers, and situations, so a high level of personal integrity and respect for others is essential.

As part of working for Newett Homes and specifically for this role we offer:

Competitive Salary Competitive Bonus Scheme 25 days holiday (which will increase with time of service) Pension contribution * Health Insurance