Description

We're recruiting for a number of dedicated Customer Care & Quality Executives to join the Customer Experience team in Croydon.

What you'll be doing

Within the Customer Experience Directorate we need to ensure that the customer receives the best service and experience at each touch point of their journey with us. From their initial enquiry about their new potential home right through to moving in and the customer care provided during the defect warranty period.

As a Customer Care & Quality Executive, you'll be responsible for delivering the best customer care to our customers, once they have moved into their new home. Managing escalated customer issues and complaints to resolution, and logging and tracking any defects the customer raises during the defect liability period.

Key responsibilities will include:

• Liaise with internal teams and 3rd parties to ensure complaints are dealt with in a timely manner, and case manage to completion
• Be the point of contact for customers living in new build properties to raise defects via phone and email
• Ensure all communication with the customer, both written and verbal, is professional, courteous and to the Clarion standard
• Keep customers fully informed until the matters they raised have been fully resolved
• Raise defects in the relevant systems and pass to the contractor to complete
• Effectively triage issues, to ensure only defects covered under warranty are passed to building contractors and providing customers with appropriate advice
• Track all defects and complaints in the relevant systems and in line with business policies and procedures
• Liaise with building contractors to ensure orders are successfully attended and completed within published timescales and contractual obligations
• Provide reports and summary information on activity as requested

What we're looking for

We're looking for individuals with a strong customer service and complaint management background and an excellent attention to detail. As the successful candidate, you'll come to us with a good knowledge of MS Office programmes and experience of communicating with a wide range of people. You'll need to have experience of working in repairs, new build homes, or shared ownership.

Where will you work?

This position is based from our Croydon office. The team work flexibly between the office and home in line with business needs.

If this sounds like an opportunity you'd be interested in, we look forward to hearing from you.

What you can expect from us!

Here at Clarion we're dedicated to rewarding hard work and commitment and providing benefits that support you and your lifestyle. As standard we offer;-

• Competitive salaries that are benchmarked regularly against current market rates
• Initial 25 Days annual leave (plus bank holiday), increasing to 30 days after 3 years' service.
• A flexible benefit scheme tailored to you, inclusive of healthcare options, dental insurance, restaurant card and cycle to work along with 1% of your salary to spend on whichever approved benefit you like!
• Matched pension contributions of up to 7.5% of your salary with generous life assurance
• Flexible and agile working for the majority of our employees

Post source:jobs.theguardian.com

Posters Information:

Name:CLARION HOUSING GROUP LIMITED

Contact number: