Customer Care & Defect Surveyor – Job Description Duties Work for a small team, reporting directly to the Team Leader/Delivery Director.
Clients Housing Associations Local Authorities RSLs Reward Benefits Competitive salary Discretionary bonus incentive Pension contributions Private medical insurance 28 days holiday (incl.
Bank Holidays) 3-4 days during Xmas period (at Directors discretion) 1 day off for birthday Knowledge & Understanding Experience of delivering excellent customer care and service in a busy organisation.
Experience of working with contractors and supply chain partners and monitoring of service standards.
Understanding of working within KPI's and Service Level Agreements.
Experience of complaints handling and follow-up procedures.
Ability to work as part of a team but also have self-motivation to manage and be responsible for own workload whilst demonstrating the ability to work well in a high pressurised environment.
Attributes High level of attention to detail and accuracy in work.
Strong interpersonal skills, with the ability to collaborate effectively in a team environment.
Self-motivated and proactive with a keen interest in ongoing professional development.
Flexibility and willingness to travel to various sites as required Adaptability in handling a variety of projects simultaneously.
Commitment to continuous improvement and staying updated with industry trends.
Must Have Full UK Drivers licence.
Able to live and work in the UK.
Willing to travel to sites as well as the office based in Sevenoaks in split office/site-based role.
Own car Skills & Requirements Strong analytical and problem-solving skills, with the ability to identify and address building defects.
Excellent written and verbal communication skills, capable of producing clear, concise, and accurate reports.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Competence in using surveying software, including AppCan.
Effective time management skills, with the ability to prioritise tasks in a busy environment.
Recording of defects immediately on the Defects Management Database capturing all necessary details.
Seeking advice where it is unclear whether the issue is a defect.
Liaise with third parties to ensure that defects are remedied.
Maintain records and ensure the Defects Management Database is up to date with progress as well as Client Management Systems.
Pro-actively chase sub-contractors regarding the status of reported defects and required actions where applicable.
Deal with all client/customer email and phone queries.
To inform all clients in accordance with KPIs the status of all reported defects.
Develop strong working relationships with the field service technicians and sub-contractors.
Liaise with the technical teams as appropriate.
To ensure all defects reported at the End of Defects Liabilty Period are completed and support scheme closures.
Contribute to End of Defects Team management reports with relevant data collection.
To aid in securing the end of defect fees including chasing client approvals, drafting contract paperwork and drafting fee invoices.
Support the End of Defects Team in other tasks and activities as appropriate.
Undertaking defects inspections linked to the Sevenoaks office and issue survey lists captured on inspection software.
Undertake de-snagging support inspections where appropriate.
Knowledge & Understanding MS Office (Word, Excel, Outlook) Database Knowledge Customer Service Understanding of Defects/Repairs Undertaking site inspections Identifying defects Ability to drive, own and ensure your vehicle, hold full driving license