The Customer Care department is responsible for providing a five-star service to every one of our customers throughout their journey with us. From home demonstration to the end of the two-year warranty and beyond, the Customer Care department will ensure the timely resolution of defects; that all enquiries are responded to in a professional, warm, and courteous manner, and that feedback is shared with the wider Stonebond team to allow continual improvement. This will all be done whilst maintaining company values and remaining within budget and KPIs.

Key Responsibilities

• Promoting the NHBC survey to all new purchasers and driving a good score through our key touch points.
• Undertake quality inspections, home demonstrations, post occupation visits and contact with the customer as set out within the customer charter.
• Lead, motivate and appraise the Customer Care Coordinators and Maintenance Operatives to ensure an outstanding service is provided at all times. Identify additional training needs as required.
• Build good relationships with all Housing Associations and be able to manage expectations within the parameters of our processes.
• Ensure SLAs are met and escalate to the Senior Customer Care Manager where they fall short.
• Provide technical advice on issues and have a good understanding of Stonebond floor plates and construction methods.
• Be the first point of contact for complaint escalation and champion the customer throughout the business, in line with company practices.
• Review the Customer Care report on a weekly basis with the Coordination team and Senior Customer Care Manager to ensure all issues are closed out in a timely manner.
• Dealing with Purchasers from handover through to the end of the 2-year build defect warranty and manage all expectations with a professional and empathetic approach.
• Be available to deal with out of hours calls and direct them accordingly to resolve emergency defects.

Skills

• Strong customer service experience with the ability to develop and maintain excellent relationships with new homeowners.
• Must have recent previous experience in a similar role for a new homes builder.
• Understand the importance of building relationships within the team and collaborative working.
• Organisation, planning, and prioritising skills.
• Understanding of the new homes buying and handover process.
• Ability to analyse data & relay information.
• Good working knowledge NHBC and Premier Guarantee Technical Standards.
• Self-motivated and determined to succeed in all responsibilities.
• Well-presented with calm, pragmatic manner.
• Computer literate with good working knowledge of Microsoft Office.