After Sales Consultant - New Homes
After Sales Consultant - New Homes
With a dynamic and fresh approach to property development, our client are a rapidly expanding Property Developer based in Birmingham City Centre and London.
The After Sales Coordinator will manage client contacts with our client once the client has moved into their property. This will deal with any necessary remedial works, faults or repairs that have occurred post completion, ensuring that each issue is qualified as a valid repair. The remedial works are carried out by external contractors and an in house team. It will be the role of the After Sales Coordinator to ensure that remedial works are passed to the relevant contractor and ensure they provide an excellent standard of works, all delivered to strict deadlines, ensuring that the client expectations are fully managed.
The role requires an individual who has excellent interpersonal skills and who is fully committed to providing none other than excellent customer service. Having a passion that customers receive excellent customer service and "will go the extra mile" to achieve excellence. It is a role that will evolve with the rapid growth of the company. Quick paced it is not for the fait hearted, but where results are rewarded.
•Log and maintain all calls and emails on the database ensuring every contact with clients and contractors are fully logged, tracked and has a response as necessary in a timely manner.
•Qualify every query that is raised to ensure that it is a valid request and not tenant/client abuse.
•Liaise with contractors and internal staff to log remedial works, follow up and ensure that works are carried out to the company standard.
•Ensure strict deadlines are met by contractors and in house maintenance team using the database and diary management system to track progress and completed jobs.
•Follow up with clients as required throughout the remedial process ensuring excellent customer service, by keeping the client fully briefed at all times.
•Ensure that response times to clients are maintained and the expectations that they have been given are met.
•Liaise with the out of hours telephone company as necessary to ensure that continuity is maintained with the service at all times party phone company are updated with changes with immediate effect.
•Escalate any client complaints as necessary.
•Ensure a full knowledge of each development, build processes and specifications to include any changes to individual client specifications.
•As necessary ensure access to clients property to carry out remedial works Have full knowledge of the build warranties.
•Closely work with the Handover Team to ensure that handover defects are dealt with effectively and efficiently.
•Any other duties as required
Personal Specification Essential:
•Experience of working with property remedial rectification works.
•Dealing with external contractors and in house remedial teams directing works and ensuring delivery to strict deadlines.
•Proven excellent customer service skills.
•Proven track record of dealing with demanding clients over the telephone in difficult and demanding circumstances.
•The ability to respond professionally and assertively in email.
•Excellent time management skills.
•Strong negotiation and diplomacy skills.
•A team player, who can use their initiative when necessary.
•Ability to "think on your feet" with a "can do" attitude.
•Proven organisational skills.
•Accurate eye for detail.
•Work flexible as required to meet the business needs.
•Excellent verbal and written communication skills, ability to communicate with client, contractors and senior management.
•Able to manage own workloads and deliver to deadlines.
•Work well under pressure and able to handle difficult situations as they arise.
•Excellent IT skills including all MS Office, database and general internet use efficient in using handheld devices.
•High level of interpersonal skills and a professional attitude to work.
•Have a courteous, efficient and professional manner.
•Educated to GCSE or equivalent to include English and Maths Desirable:
•Experience of Fix flow system
•Experience of setting up and developing database systems
•Educated to degree level For more details please call Chris