SKILLS/QUALIFICATIONS

· Committed team player
· Confident telephone manner
· Ability to build rapport with customers, colleagues and sub-contractors, maintaining excellent working relationships
· A sound knowledge of the development sector
· A good understanding of common new home defects and the snagging process
· Experience of delivering a high standard of customer service in a high-pressured environment
· Experience of working in the housing, development, maintenance or similar industry, delivering a customer led service
· UK driving license

· Taking ownership to ensure a situation is resolved efficiently and effectively
· Making courtesy calls and booking welcome visits
· Accurately diagnose defects; prioritise repairs and make appointments for customers for works to be completed
· Liaise between customers and contractors to ensure that information is shared appropriately and accurately
· Log all contact with customers and defects on the system
· Deliver all services within the guidance of data protection legislation
· Work with colleagues to deliver a seamless service to all customers
· Deliver a high standard of customer service to all customers
· Establish the nature of defects through intelligent questioning, determining works required and arranging surveyor inspections for more complex works
· Manage relationships with customers, contractors and colleagues, ensuring customers are kept informed at all times
· Embrace a specialist technical subject and be responsible for maintaining and cascading knowledge in said specialism (e.g. carpentry, building, electrical, plumbing and heating)