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- Providing excellent customer service through professional, prompt, and friendly communication in response to defects or any other queries raised by customers
- Resolving defects or queries by detailed troubleshooting, investigating matters raised, liaising with sub-contractors, main contractors, and/or the Aftercare Manager until a resolution is delivered to the customer’s satisfaction
- Triaging where requests fall outside of the warranty period and providing accurate advice accordingly to support the customer
- Recording reported warranty defects and each interaction with the customer, external and internal parties such as contractors, surveyors, and insurance inspectors whether by telephone, letter, fax, email, in person, or through sub-contractors onto Salesforce and any relevant project trackers in place
- Prioritising, planning, and making diary appointments and work schedules for aftercare operatives and bookings for aftercare managers and sub-contractors in order to deliver a prompt and effective resolution of any defects
- Managing the diary of the Customer Service Manager/department, liaising and arranging appointments and team meetings
- Keeping accurate written records of any discussions or actions taken to resolve defects or issues raised
- Ordering necessary materials and ensuring delivery and availability in good time to allow for works to take place as planned, advising customers, internal and external parties should work schedules need to be rearranged
- Updating Salesforce with new information concerning purchasers and residents
- Supporting as required with home demonstration and handover appointment bookings, preparing gifts, booking cleans, arranging home demonstration and handover packs, and managing keys as required by the Customer Service Manager
- Minimum 12 months of customer service and admin experience
- Experience using Salesforce or a similar CRM system
- Can-do and proactive attitude
