Customer Service Operative

Responsible for inspecting and/or actioning items listed on your job sheet. Provide exceptionally high levels of customer service enhancing the overall customer experience. Effectively handle all customer feedback and proactively and professionally communicate to customers.

Key Responsibilities

• Complete items only on your job sheet to a high standard within an appropriate timescale.
• Submit a daily report at the end of each day for each plot using Site Audit Pro for all items on your job sheet, including items that have been inspected only, in order for these to be booked in with the relevant trade.
• When inspecting items, use your knowledge and experience to determine cause, and who is deemed to be at fault.
• Items not listed on your job sheet are not to be completed without written consent of the Customer Service Team. Any items reported to you while in the plot are to be referred back to the customer to log with Customer Service.
• Determine if any materials are required in preparation for upcoming visits.
• Customers can be provided with information on NHBC guidelines, but no opinions or assumptions are to be discussed with them.
• Monthly maintenance checks to be completed on the van, including submission of mileage logs.
• All expenses are to be logged on the Pleo app, and all receipts are to be uploaded.
• Wherever possible, estimated timescales are to be produced on first inspection/visit to allow precise diary management.
• Keep your work area tidy ensuring that you leave no mess behind and dispose of old materials in an appropriate way.
• RAMS to be raised covering all aspects of your work, such as but not limited to working at height, carpentry, painting and decorating and driving in inclement weather.
• Liaise with the Customer Service Team based at Head Office and ensure all required resources are available or requested via the Customer Service Team prior to attending the customer’s home.
• Ensure all appointment instructions are understood prior to attending the appointment.
• Maintain cleanliness of the Company van ensuring the vehicle is clean and tidy at all times and any defects are reported.
• Report completed tasks and updates to the Customer Service Team including any necessary escalations.
• Ensure NHBC, health and safety, PPE and property protection requirements are abided by.

Skills and Aptitude

• Strong interpersonal, communication and relation building skills.
• Proven experience in a similar position.
• Must possess manual dexterity and physical stamina.
• Experience in handling electrical tools.
• Reliable and a keen eye for detail.
• Excellent planning and organisational skills.
• Able to work to tight deadlines and schedules.
• Ability to work on own initiative.
• Committed to working and driving safely and securely at all times.

The Role and Working Conditions

• Working inside and outside and as part of a team in all weather conditions.
• Travel to various sites locations may be required.
• Attend Health & Safety courses as required by the Company.
• PPE provided and must be worn at all times.
• Willing to be flexible in respect of day to day duties and hours worked.
• This role will involve a high degree of manual handling.
• Must be comfortable working in lived in customer houses.
• Lone working.