Customer Services Technician

Summary

To manage and continually improve the Customer Service experience for Redrow customers to ensure Redrow remains a 5 star builder and a leader in Customer Service at the premium end of the homebuilding industry. The Customer Service Technician will deliver a first class service to our customers and address their maintenance needs and concerns though quality workmanship, professional attitude and within agreed timescales.

Job Purpose

To manage and continually improve the Customer Service experience for Redrow customers to ensure Redrow remains a 5 star builder and a leader in Customer Service at the premium end of the homebuilding industry.

Scope

The Customer Service Technician will deliver a first class service to our customers and address their maintenance needs and concerns though quality workmanship, professional attitude and within agreed timescales.

Responsibilities

1. Maintain a smartly presented, polite, diligent, positive and professional attitude at all times; demonstrate knowledge and build customer confidence
2. Pre-visit interaction with customers to ensure total transparency about what will be done and when
3. Attend appointments as scheduled by the CS team
4. Source materials in preparation of visits
5. Manage customer expectations.
6. Produce identity card on introduction, and ensure the property is adequately protected before commencement of works, including PPE and overshoes
7. Ensure all works are carried out in accordance with specific risk assessments and method statements

8. Build a thorough knowledge of Redrow housetypes and construction processes
9. Have a knowledge of and ensure alignment with the structural warranty provider policies, Consumer Code, Redrow quality standards and customer charter
10. Complete work instructions to customer’s satisfaction
11. Tools – Carry the full requirement and replace where necessary, Pat Tested, Van to be kept clean, tidy and organised
12. Communicate daily with the office and CS Team to update, record completed work instructions, reason for delays etc. Attend office weekly
13. Escalate / report difficulties as a matter of priority to CSM/HOCS
14. Feedback patterns of design/specification issues to CSM/HOCS
15. Materials receipts to be issued to the office weekly

Closing Date: 21st April 2021

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