Job Summary
Join our dynamic team as a Customer Care Assistant and become the friendly, proactive voice that supports our valued homeowners! In this energetic role, you will be the first point of contact, providing exceptional service and ensuring every homeowner feels heard, valued, and satisfied. Your enthusiasm and problem-solving skills will help foster positive relationships, resolve enquiries efficiently, and contribute to a welcoming environment.
Duties
- To deliver a high standard of customer service by managing queries from homeowners (typically received in writing and via telephone) ensuring those queries are followed through to resolution.
- To be proactive in ensuring homeowners are kept up to date with the progress of their query, complaint or question.
- To resolve issues raised by homeowners promptly by identifying solutions or escalating complex cases appropriately.
- To provide clear, accurate information to homeowners on policies, procedures, rules and regulations
- To prepare clear, articulate, homeowner-friendly communications, notices, e-mails and letters.
- To record all interactions with homeowners on the internal CRM system, maintaining accurate, GDPR-compliant records.
- To support the Customer Care Manager with Resident Association meetings including the tracking and monitoring of action points, feeding back as appropriate.
- To manage homeowner snagging issues by recording, prioritising and coordinating repairs with manufacturers and contractors keeping our homeowners updated throughout.
- To conduct courtesy calls with new homeowners and assess customer satisfaction.
- To liaise with manufacturers, contractors and suppliers to coordinate aftersales works in accordance with service level agreements.
- To maintain accurate records in relation to statutory review notices for pitch fee requests and receipts, monitoring which homeowners have paid and which have not
- To identify disputed reviews and escalate appropriately
- To prepare and maintain documentation to support first-tier tribunal (Property Chamber) applications
- To maintain accurate records of all homeowner correspondence in relation to pitch fees, disputes, payment status and tribunal actions.
- To monitor key deadlines and ensure records are readily available for audit, legal proceedings and regulartory compliance.
Qualifications
- Excellent communication skills with a friendly and professional demeanor
- Ability to build positive, respectful relationships with homeowners and deliver a professional but empathetic service
- Strong written and verbal communication skills with a confidential and professional telephone manner
- Good computer literacy and familiarity with customer service software or CRM systems preferred
- Previous experience in customer service
- A positive attitude, enthusiasm for helping others, and a team-oriented mindset
This role is perfect for motivated individuals eager to develop their interpersonal skills while contributing to a positive customer experience. We value diversity and are committed to creating an inclusive environment where everyone can thrive. Join us today and be part of a vibrant team dedicated to excellence in customer care!
Pay: £25,500.00-£28,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
