Customer Service Advisor
Vistry Group
- Enderby, Leicestershire
- Permanent
- Full-time
- Competitive basic salary and annual bonus
- Company car, car allowance or travel allowance
- Up to 33 days annual leave plus bank holidays
- Private Healthcare
- Enhanced maternity, paternity and adoption leave
- Competitive contributory pension scheme
- Life assurance – 4 x your annual salary
- Share incentive schemes
- Employee rewards portal with many more benefits…
- Behave in line with our company values – Integrity, Caring and Quality
- Excellent customer focus with construction based customer service background preferred
- Good working knowledge of Excel, Word and Outlook
- Excellent communication skills
- Confident phone manner
- Organised and self motivated
- Able to work as part of a small team with established processes and procedures
- The ability to manage difficult customers over the phone and understand and explain building related issues.
- Accurate and consistent approach
- Practical knowledge of NHBC, LABC & Premier Guarantee guidelines
- Experience in a Customer Service role within the housebuilding industry
- Positive attitude towards teamwork
- Handle incoming Customer calls
- Logging and allocation of reported defects on web-based software
- Progress chase defects with staff and the supply chain
- Work within agreed SLAs, which vary from contract to contract
- Identify trends and common issues
- Confirm defects are correctly reported and filter out damage, vandalism and mis-use
- Develop working relationship with key contacts at Housing Associations and Subcontractors
- Positive communication with Customers via email and telephone
- Handle complaints in a sensitive and consistent manner
- Make decisions about progressing difficult issues and identify when internal escalation is necessary
- Work within NHBC (or equivalent) guidelines and standard industry practice