At a Glance
- Tasks: Lead a team to resolve customer defects and ensure top-notch service.
- Company: Join a dynamic company focused on customer satisfaction in the property sector.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Collaborative culture with opportunities for learning and development.
- Why this job: Make a real difference by enhancing customer experiences and solving problems.
- Qualifications: Strong communication skills and experience in customer service or aftercare.
The predicted salary is between 31500 - 38500 £ per year.
Aftercare Executive Role Summary The Aftercare Executive is the main point of contact for customers reporting defects during their warranty period.
The role combines customer service, case management, team supervision and administration, ensuring defects are resolved efficiently and within agreed KPIs.
Key Responsibilities Team supervision: Oversee Aftercare Coordinators, monitor workloads and KPIs, provide coaching and support, and handle complex or escalated cases.
Customer service: Respond professionally to customer queries and defects via phone, email and We Chat; investigate issues and coordinate with contractors and internal teams to achieve timely resolutions.
Case management: Monitor open defects, arrange appointments and resources, follow up on outstanding issues and ensure cases are closed promptly.
Systems & administration: Maintain accurate records, correspondence and reports in Salesforce and other trackers; manage shared inboxes and customer communications.
Coordination: Work closely with construction, design, quality, aftercare and customer service teams to resolve issues effectively.
Projects: Lead coordination of defects or works affecting multiple properties where required.
Customer experience: Support handovers, home demonstrations, post-completion activities and customer feedback initiatives.
Process improvement: Identify opportunities to improve efficiency, service quality and team processes.
General support: Provide cover during absences and undertake other reasonable duties as required.
Essential Skills & Experience Strong customer-focused approach and excellent communication skills.
Experience supervising or supporting colleagues in customer service or aftercare.
Excellent telephone, written and interpersonal skills.
Strong organisation, attention to detail and ability to meet deadlines.
Good problem-solving skills and confidence handling escalations and competing priorities.
Ability to influence and coordinate others to achieve results.
Proficient in Microsoft Office and Salesforce/CRM systems.
Ability to build effective relationships across multiple teams.
Desirable Experience in property, construction or residential aftercare.
Previous supervisory experience.
Basic understanding of building/construction terminology.
Key Behaviours The successful candidate will be: Decisive and delivery-focused Clear and adaptable in communication Collaborative and reliable Proactive and solutions-focused Curious and willing to learn Confident in challenging issues and addressing problems Passionate, resourceful and positive
Senior Aftercare Executive in London employer: deverellsmith
Deverellsmith is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee development, you will have access to comprehensive benefits, including a competitive salary, discretionary bonuses, and travel allowances, all while working on exciting high-rise construction projects that shape the city's skyline.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Aftercare Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at deverellsmith. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like deverellsmith before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Aftercare Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to deverellsmith:Your cover letter is your chance to shine! Tell us why you want to work at deverellsmith specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at deverellsmith!
How to prepare for a job interview at deverellsmith
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
