St. Modwen Homes

Vacancy Details

Customer Service Administrator

Location: 2 Devon Way, Longbridge B31 2TS

Hours of work: 37.5

Customer Service Administrator

Job purpose
Provides administrative support for the Customer Service Department, striving to provide exceptional Customer Service and assisting in the development of Customer Service standards, policies and procedures

Key accountabilities

• Provides administrative support to the Customer Service Co-ordinators
• Acts as the first point of contact to answer and deal with all calls and enquiries relating to the developments
• Compiles a weekly report of NHBC survey information, to be distributed to each site team
• Delivers consistently high-quality and professional customer service, to internal and external customers by telephone and in written communications
• Seek to continually improve customer satisfaction
• Maintains a log of paperwork, defects and calls
• Maintains regular communication with Maintenance Technicians, Site Managers, Contractors, Managing Agents, the Sales Team and NHBC
• Allocates work to the Maintenance team within agreed timescales, managing the Maintenance Technicians’ diaries
• Ensures all valid defects and maintenance requests are dealt with, organising completion of works identified at the Handover Meeting within the agreed timescales
• Updates customers and reporting
• Reports issues with defects management
• Manages customer complaints to reduce escalation
• Promote and lives the values of St. Modwen
• Maintain knowledge and adhere to relevant Group Policies and Procedures, Legislation and Regulations


• Understands importance of Quality standards and procedures and the requirement needed to achieve and maintain 5* status
• Excellent telephone manner
• Excellent communication skills, both verbal and written
• Excellent listening skills, understanding customer requirements
• Proactive and able to take initiative
• Flexible in approach
• Competent user of MS Word, Excel and Outlook
• Experience within the New home environment beneficial but not essential

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