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July 15, 2019 | Comments Off on Quality Co-ordinator
Role: Quality Coordinator Location: Eastern Region, Head Office Bedfordshire Kier Living Eastern are looking for a Quality Co-ordinator to work within our Customer Care team based across Bedfordshire and surrounding counties. Responsibilities: Candidates should be able to demonstrate abilities in the following areas: Finance:
Identify the contra opportunities to the Commercial Department and assist in recovery of costs.
Ensure Subcontractor & Supplier performance is in line with contractual & Customer Care Charter requirement
Support Customer Care Administrators adhere to departmental guidelines for chargeable works
Ensure timely approval of overtime, expenses and mileage for Customer Care Operatives.
Ensure you accurately record customer information and supporting evidence on our Marble CRM system
Identify ways to reduce costs and improve service levels.
Management:
Provide a lead role within the C/C office environment and develop and maintain strong working relationships within the team.
Effectively establish, manage and maintain positive working relationships with key stakeholders, both internally and externally, to achieve goals.
Provide a cohesive and encouraging approach to team working.
Monitor attendance, holiday and sickness - recording necessary information for submission to AskHR of maintenance operative
Carry out PPR's and 1:1's for the maintenance operative
Identify wider training needs and request training as necessary.
Ensure Defects are identified and actioned correctly during Plot Inspections.
Encourage and cultivate an environment of open and honest communication within the team when raising concerns and voicing ideas.
Supervise and monitor workloads.
Project manage more significant customer care issues.
Customer Service:
Ensure professional, positive and enthusiastic communication.
Work with the Customer Care Manager and team to improve the customer journey
Work to resolve complaints as necessary.
Actively encourage interdepartmental collaboration to ensure service to the highest standards.
Set and maintain high standards during plot inspections and customer home visits.
Take action in a prompt and professional manner.
Set SMART targets.
Take action to improve performance.
Ensure Customer Service Satisfaction targets are met.
Individual:
Previous customer care Inspection experience essential
You will have excellent organisational skills.
You must have excellent communication skills, be self-motivated and customer focussed.
You must be numerate with good IT Skills.
You should have leadership skills
You should be ambitious with high aspirations.
Have good attention to detail.
Be willing to visit customers outside of normal office areas.
About us: Make the journey. Leave a legacy. Being part of Kier means living our values of being collaborative, enthusiastic and forward thinking. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.
Kier is an inclusive employer. Let's shape your world together.