To be responsible for the daily management and administration relating to all customer issues including remedial issues with our customers and their new homes. Also be the point of escalation of customer complaints, taking ownership until satisfactory resolutions are attained.

Key duties / Responsibilities -

* Monitor own email inbox and the customer service departments email inbox.

* Record the outcome of all telephone calls, and emails from customers and contractors.

* Monitor customer and issue handling through reporting, ensuring all records are updated to provide accurate information on reports.

* To coordinate the scheduling of the Customer Service Operatives diaries.

* To ensure the correct allocation of works; to the Customer Service Operative team, the existing site teams and / or contractors to resolve issues that have arisen in new customer homes.

* Organise resources and materials for works to be carried out, prior to attendance, and ensure materials are available in store and on site as required.

* Process PO’s, invoices and undertake any contra- charging process.

* Manage the work of contractors and report inadequate contractor outcomes to the Customer Service Manager.

* Maintain reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home.

* Address unsuccessful or inadequate remedia...