Senior Customer Liaison Assistant - West Midlands in Coleshill

Competitive Salary & Discretionary Performance Bonus & Holidays (Buy, Sell and Accrual Scheme) & Company Pension & Private Healthcare & Life Assurance & Benefits.

With lots of exciting plans in the pipeline, there’s never been a better time to join Avant Homes. Avant Homes is a housebuilder operating in Scotland, the North East of England, across Yorkshire and the East and West Midlands. We are continuing to strengthen our teams and are looking for passionate individuals who want to make a real contribution. Our mission is to provide affordable homes to our communities, ensuring that new homes are accessible and attainable for all with a product suitable for everyone.

Avant Homes are proud to employ local people across our developments and within our regional offices; teamwork is key to everything that we do. If you want to be part of something special, why not start the foundations and build your career with us today?

Due to continued success and future business growth, we have an exciting opportunity for a Senior Customer Liaison Assistant to join our team based at our West Midlands head office in Coleshill, Birmingham.

The Role

Do you have experience of complaint handling within a customer service environment? Are you organised, customer focused and possess excellent administration skills? Are you keen to develop people leader skills with a view to progressing your career in the future? If the answer is yes, then look no further, your next career could be with us!

Joining our team as a Senior Customer Liaison Assistant, you will be responsible for daily liaison with our customers over the phone and via email, answering queries, troubleshooting and offering solutions, whilst providing the fantastic service that our clients have come to expect.

Key duties and requirements

• Monitoring and ensuring all calls and emails received into the department are allocated and managed appropriately, logging issues onto the relevant system as required.
• Taking ownership of queries and resolving issues, acting as the first stage escalation point within the team.
• Deputising for the Head of Customer Service, taking an active role in providing leadership to the wider administration team.
• Liaising between site management teams, Customer Service Technicians, and external Sub-contractors, to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with company SLAs and the NHQC.
• Maintaining reasonable timescales for customers in relation to remediation works, ensuring customers are kept informed throughout.
• Providing administrative support to the wider Customer Service team.
• Raising POs, invoices and processing payments.
• Preparing, collating, and providing reports for the Head of Customer Service as required.
• Monitoring the escalated complaints portal, ensuring adherence to the NHQC and Avant internal processes.
• Daily monitoring of outstanding works for all developments, assessing and addressing any issues, ensuring they are resolved in line with company SLAs and the NHQC.

Who are we looking for?

To be successful as our Senior Customer Liaison Assistant, you will hold previous experience of effectively dealing with customer communications and complaints, delivering first class service to our customers throughout the process. Our ideal candidate will also possess strong administration skills including knowledge and application of Microsoft Office (Word and Excel), whilst possessing a 'can do' attitude and approach to troubleshooting. You will also need to be highly organised and possess the following:

• Experience of working within a complaints environment previously with a key focus on customer experience.
• The ability to work well under pressure and in a fast-paced environment.
• A basic understanding of Housebuilding or related industry experience.
• Flexible and adaptable to changing requirements.
• Excellent communication skills, both written and verbal.
• Ability to work under own initiative and manage time effectively.
• Numerical and literacy skills.

What will you get in return?

• Competitive salary
• Discretionary bonus
• Buy, sell and accrual holiday scheme
• Private healthcare
• Company pension
• Life assurance
• Other benefits including our exclusive Avant discount platform.

If this sounds like you, join us and be a part of Avant's future success!

Please note: we reserve the right to fill this vacancy and/or remove this advert prior to the vacancy end date.