Company
HSB
Location
Birkenhead , United Kingdom
Role: Customer Experience Specialist
Location: Birkenhead
Hybrid working - 2 days per week in office
Role Purpose:
To create long-term, trusting relationships with our customers and site contacts throughout the lifecycle of a development and provide a seamless customer journey. The Customer Experience Specialist is the key point of contact for customers post order, developing a culture of customer satisfaction through the timely, pro-active and thorough handling of all warranty and related technical queries, questions and site progress requirements from inception to completion. Operating strictly within FCA and other relevant Regulations.
Your Responsibilities:
- Account ownership and to end management of the customer journey and experience.
- To deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication.
- Working to internal personal and team Key Performance Indicators.
- Frequently liaising with sales, surveying and all others teams as necessary to develop cross working relationships and facilitate an excellent experience for the customer.
- Taking responsibility for actions and owning issues.
- Proactively making frequency based progress calls and supporting the team to do this.
- Serve as the lead point of contact for all customer account management matters, remote technical staff and all internal departments as to the progression of the site development.
- Providing Extranet support for new customers.
- Build and maintain strong, long-lasting client relationships.
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
- To identify to the Head of Segment any contentious/litigious issues at the earliest opportunity.
- Collate daily figures to add onto the CSU End of Night report.
- Ensuring Crisp contains correct information provided by the risk management teams to include names, email information and contact information.
- Accurately records and logs interaction with customers and update account information.
- Undertake any other duties and administrative work as reasonably required.
- To review own job description, at least annually, updating as necessary in conjunction with HR.
- To comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
- Indexing documents to internal folders received from customers, surveyors and any 3rd party.
- Chasing customers/ surveyors for outstanding documentation.
- Conducting file reviews on plots reaching completion.
- Dealing with customer queries from both internal and external customers (surveyors and customers/ sitebased queries).
- Issuing cover notes on demand.
- Completing site re-allocations on demand.
- Gathering completion forecast data to provide to senior staff within Key Nationals.
- Supporting additional technical staff such as Design Surveyors and Engineers.
Your Skills & Experience:
- Highly motivated and well organised, displaying a positive mind-set and high energy
- Excellent knowledge of Customer Service and prior experience is desirable o Confident in escalating and discussing issues with senior colleagues
- Ability to follow and champion the MDIS culture and values o High level of interpersonal skills, with the ability to build relationships and remain open and honest
- Demonstrable ability to use own initiative, with confidence to put forward new ideas and is flexible in personal approach
- Committed to being a strong team player and remaining positive and approachable
- Ambitious, willing to go above and beyond and is driven in achieving company goals and personal objectives.
- Competent in Microsoft office namely: word, excel and outlook
- Experience managing multiple customers, using various methods of communication
- Experience in using computerised data management system is desirable
- Experience in outbound telephone calling
- Good planning and organisational skills
- Demonstrate ability to use own initiative and flexible in personal approach
