Customer Care Coordinator – Aftercare Housing

City, London
Daniel Owen Ltd

ROLE – Working in New Home Customer Care team with proven experience in new build aftercare, including a solid working knowledge of snagging, defects and home demonstrations.

Responsible for providing an efficient and effective customer care service from the pre-construction phase through to handover and occupation of homes. This will include leading on all related activities (pre-construction meetings,snagging, home demonstrations etc) liaising with customers, contractors, site and management teams whilst maintaining effective working relationships.Work with the Defects Resolution Officer to carry out end of Defects inspections.

Key results:

• Performing pre-move in snagging & de-snagging checks with Development colleagues and contractors
• Liaison with resident’s post move in taking details of snagging issues and logging these onto relevant housing management systems

Carry out regular void inspections and general maintenance activities of homes post handover up to occupation

Organising and delivery of home demonstration/new homes induction for new customers

• Ensuring handover documentation is available to new customers and stored digitally
• Providing advice and support in resolving our customer’s queries and issues, ensuring that their expectations are managed and proactive resolutions are identified.
• Assisting the Delivery Team with any customer related issues during construction
• Liaise with all customers and sub-contractors to establish an excellent after sales/rental response to all complaints / queries.
• Actively managing team mailbox, picking up general enquiries through various communication channels and assisting with the resolution of complaints
• Attend contractual end of defects inspections ensuring works are completed to the satisfaction of the customer working with employer’s agents and Contractors
• Carry out visits to customers homes to resolve issues early or where problems have occurred

Have a detailed understanding of the schemes you manage and proactively manage customer relations of all new build properties within your area of responsibility.

Support the Customer Relations Manager by proactive reporting on any issues and flagging those that may need escalation.

Ensure that all KPI and Service Levels Agreements are met.