Customer Service Account Handler

　　Company

　　HSB

　　Location

　　Liverpool, United Kingdom

　　Role: Customer Experience Specialist

　　Location: Birkenhead/Manchester (or within a commutable distance)

　　Hybrid working - 2 days per week in Birkenhead

　　Brand: Premier Guarantee

　　Permanent

　　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