Responsible for daily management and administration of all customer issues, including remedial matters with customers and their new homes.
Act as point of escalation for customer complaints, taking ownership until satisfactory resolutions are attained.
Monitor own email inbox and the customer service department's email inbox.
Record outcomes of all telephone calls, emails from customers and contractors.
Monitor customer and issue handling through reporting, ensuring all records are updated to provide accurate information.
Coordinate scheduling of Customer Service Operatives' diaries.
Ensure correct allocation of works to the Customer Service Operative team, existing site teams, and/or contractors to resolve issues in new customer homes.
Organise resources and materials for works to be carried out, ensuring materials are available in store and on site as required.