Customer Service Administrator (Temporary)

Division
Redrow Homes Midlands
Department
Customer Services
Number of positions for this role
1
Location
Midlands
Summary

The Customer Services team requires the ability to deal effectively with all customers and to be able to manage customers expections appropriately and with objective of achieveing required levels of satisfaction  and recommedation from customers. This role will provide administrative assistance to the wider customer service team

Key Responsibilities
  • Handle telephone queries, ascertaining the most efficient route to satisfactory conclusion and in a manner which gives customers confidence that they are dealing with professional representatives of the company who are able to assist with their queries. Record accurate information and determine next course of action, referring to the Customer Services Manager/Co-ordinator (as appropriate) over issues where the relevant technical or practical experience is required to make a sound judgement.

  • Open and distribute morning post; and deal with any customer letters which need to be logged and copied to the relevant personnel.

  • Manage and update Customer Services Manager’s/Coordinator’s (as appropriate) appointment diary; ensuring that appointments are made in geographically proportioned areas.

  • Manage the Customer Service System ensuring all new items are entered, progress updated and completed items removed. 

  • Assist the Customer Service Department in ensuring all corrective work is managed, as follows:

    • work instructions created

    • arrangements made with customer for work to be done and confirmed in writing/by phone/email

    • arrangements made with contractors for work to be completed and confirmed by fax/letter/email

    • monitored on a daily basis to ensure that programmed works have been completed to the customer’s reasonable satisfaction by the subcontractors

    • all members of the Department produce their identity cards to customers and others at appropriate times and/or on request

  • Ensure general administration is managed on a daily basis, such that the office runs smoothly and that paperwork is kept accurately filed/stored in a tidy office environment and undertake all the appropriate archiving work.

  • Produce Customer Service System Report for Board Meeting based on information extracted therefrom.

  • Record, type and distribute Customer Service Meeting minutes.

  • Ensure registration of all homes with Homeserve (or replacement service provider) on the day of legal completion.

 

 

Job Description
Customer_Services_Administrator.pdf
Closing Date
04/11/2020