Aftercare Customer Executive

Aftercare Customer Executive

• Hourly rate: 18.02 PAYE or 24.11 per hour Umbrella
• Location: Initially Croydon 3 days per week until end of December, then flexible 1 day a week in the office in either Lewisham, Corsica Street, Camden, or London Bridge
• Job Type: Contract (6 months), 3 days per week until January, then 1 day per week in the office

Join a dedicated team as an Aftercare Customer Executive, where you will play a crucial role in delivering exceptional customer care to our client's post-move into their new homes. This role is essential in ensuring that customer defects during the Defect Liability Period/warranty are addressed promptly and with high standards of service.

Day-to-day of the role:

• Provide high-quality service to customers by addressing their concerns, Right to Repairs, or defects, ensuring satisfaction.
• Schedule follow-up actions and maintain accurate entries in the CRM system to support effective customer retention and business development.
• Handle both basic and advanced customer issues related to their new homes, escalating complex matters appropriately.
• Make calls to maintain and strengthen relationships with allocated customers, acting as the first point of contact for resolving queries and complaints.
• Develop knowledge of relevant policies, procedures, and regulatory standards, ensuring compliance and obtaining necessary authorisations for exceptions.
• Support stakeholder engagement, coordinate actions, and actively participate in meetings to manage strategic partnerships and deliver professional services.
• Contribute to the review and improvement of policies and procedures in your area of work.
• Organise your work schedule effectively, coordinating with stakeholders and managing multiple issues simultaneously.

Required Skills & Qualifications:

• Experience within a housing-based environment
• Excellent written and verbal communication skills.
• Strong computer literacy, proficient in CRM systems and Microsoft Office (Word, Excel, Outlook).
• Experience in housing and familiarity with NHBC standards.
• Proven ability to manage multiple tasks efficiently within tight deadlines.
• Strong customer-focused approach, with the ability to handle challenging conversations with empathy and professionalism.
• Demonstrable experience in collaborative problem-solving with stakeholders.
• Self-motivated and proactive, with a strong drive for results and continuous improvement.

To apply for the Aftercare Customer Executive position, please submit your CV detailing your relevant experience.