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Customer Care Administrator
September 25, 2019 | Comments Off on Customer Care Administrator
Reporting to: Customer Care Manager / Team Leader Working with: Internal: Customer Care staff and other Construction department staff. External: Customers. Duties and Responsibilities: To have read, understood and comply with Company Policy and Procedures at all times. To ensure all calls received into the Department are answered professionally and courteously, and issues logged appropriately. To communicate with the Customer Care Manager / Team Leader to ensure all defects are dealt with by the appropriate personnel. To co-ordinate schedule of work for the Customer Care Technicians. To maintain the relevant Customer Care log/monitor. To provide administration support for the Department, such as, handling and responding to all customer correspondence, collate site/sales paperwork, filing etc. To assist in the liaising between sub-contractors and the Division to ensure maintenance requests are carried out, check invoices and forward for payment. Arrange contra-charges where necessary. To liaise with the Buying department – order materials as and when required. To ensure that defects are reported to sub-contractors on a daily basis. Arranging completion of end of defect works for Housing Associations. To follow up on audit trail for completion paperwork. To send welcome pack / letter following legal completion. To liaise with purchasers following legal completion. To liaise with Site Managers to ensure that remedial works are completed within timescales. To book appointments for Construction Managers to deal with latent building defects. To support the Department to ensure any issues that arise post-exchange are effectively and efficiently dealt with. To carry out the “close down telephone call” with customers after works have been carried out to confirm that matters have been satisfactorily concluded. To update weekly reports and distribute to relevant personnel. To keep accurate records ensuring files are kept up-to-date. To always represent Bellway Homes Limited professionally in both personal appearance and conduct. To carry out any other reasonable tasks in accordance with operational needs as requested by your managers. PERSON SPECIFICATION – CUSTOMER CARE ADMINISTRATOR Essential criteria relevant to the job (Requirements necessary for safe and effective performance in the job) Skills knowledge and aptitude Communication and listening skills Ability to liaise with internal and external personnel Smart and presentable Enthusiastic Ability to work to deadlines and under pressure Ability to work on own initiative Flexible Good telephone manner Good computer knowledge: Word Excel Outlook Plus a bespoke package on which training will be given