• Job Description

  Req#: R2972

  At St. Modwen, we're experts in creating thriving communities and we're excited to be recruiting for colleagues who are ready to build their future with us.

  Job Purpose

  Manages customer concerns, striving to provide exceptional Customer Service and assists in the development of Customer Service standards, policies , and procedures

  Key Accountabilities

  • Accountable for ensuring all activities within your role follow our hierarchy, with ‘Keeping our people safe’ our first priority . Ensure all activities are properly planned and carried out in line with the company’s health and safety policies and procedures. Any non-compliance, including allowing anyone to take risks that could affect their health and safety, may be investigated in line with our disciplinary policy.

  • Ensures all valid defects and maintenance requests are dealt with, organising completion of works identified at the Handover Meeting within the agreed timescales.

  • Supports St. Modwen Homes to achieve and maintain status as a '5 Star Builder’.

  • Acts as the first point of contact to answer and deal with all calls and enquiries relating to the developments.

  • Proactively updates COINS reports to ensure the system is kept up to date.

  • Delivers consistently high-quality and professional customer service, to internal and external customers by telephone and in written communications.

  • Seeks to continually improve customer satisfaction.

  • Implements systems and procedures to enable all maintenance requests received from internal and external customers to ensure they are resolved within agreed timescales.

  • 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.

  • 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

  Experience Skills and Knowledge Required

  • 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

  We are committed to equality of opportunity for all employees and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. St. Modwen is a forces-friendly employer and actively supports applications from members of the Armed Forces community.
  
  Our expert recruitment team will be in contact with you soon to update you on the progress of your application. As part of our best practice recruitment process all successful candidates will be subject to background screening checks. Further detail on what is required as part of this process will be provided to you during this update. In the meantime, if you have any questions about our recruitment process please contact careers@stmodwen.co.uk.

  Please note, we partner with Morson International to carry out background checks on all new colleagues. If you’d like to know more about this, or you have any questions, please don’t hesitate in contacting us at HR@StModwen.co.uk

• About the company

  It's about more than just building homes. We care about the places we change and the futures we create. Find out more today.

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