Customer Experience Academy

  • £28000 - £30000/annum
  • Leatherhead, Surrey

Overview:

The Customer Experience Academy looks to recruit and provide extensive training for you to join one of our professional Customer Service teams. Once you have completed your initial training at the Berkeley Customer Experience Academy you will go on to provide a world-class level of service, support and guidance to our customers from the point of purchasing their home right through to occupation and beyond.

Job Purpose:

A key customer experience role responsible for providing support and guidance to customers, at all times, ensuring that expectations are exceeded, and all customers remain Promoters of the Berkeley brand.

This role is responsible for providing an industry-leading customer experience through courteous, efficient, and professional liaison between purchasers, their agents, contractors and all departments and representatives of each Berkeley brand.

This role is a first point of contact for all customers and requires exceptionally strong customer experience skills and behaviours that are aligned to and exceed the Berkeley Group Value: Have integrity, be passionate, respect people, think creatively, excellence through detail

In addition, the role will optimise all communication, especially digital, channels and will create dynamic content for customer communication to improve their overall experience.

Responsibilities and Accountabilities:

To become an administrator/super user for C360 and MyHomePlus.

Accountable for developing strong customer relationships by attending to individual customer needs, maintaining close, individual, and systematic contact.

Support the CRM/CSM in managing the customer choice selection process, ensuring forms are submitted to site prior to cut-off date and default selections submitted to sales for unsold units.

Actively promote and adhere to the Berkeley ‘Our Vision 2030’ business commitments.

To be an administrator/super user for C360 and My Home Plus.

Improve weekly progress figures through regular reporting and data analysis.

Provide support organising and conducting site visits, development tours and home demonstrations.

To offer assistance to department personnel and become an integral team member. First point of contact for purchasers, site personnel and contractors, dealing with enquiries where possible.

Responsible for handling incoming customer enquiries by all channels, primarily e-mail and telephone.

Contribute ideas for weekly/monthly update videos that are sent out to customers and partake in videos for customer benefit.

Develop and keep up to date Customer profiles and order gifts in time for handovers and overseas customers.

Manage and support the issuing of regular customer correspondence eg welcome letters, completion date communication letters, update letters, home demonstration visits and orientation visit letters etc.

Work with the site teams to investigate and implement purchaser extras and upgrades.

Update reports and trackers eg Customer Extras, Inspection Trackers, Customer Survey, Colour selections, Gift tracker etc.

Maintain a central archive of sales brochures for future reference.

Effectively manage a wide range of customer situations with professionalism and resolve issues to achieve high customer satisfaction.

Monitor and deal with incoming telephone and email enquiries, providing a world class service to customers who have legally completed.

Add personal touches to the customer experience and propose ways to improve letters for customers on their journey.

Update customers during the course of defects being closed and updating them once they are closed issuing relevant close out photos / videos.

Manage trackers and C360 to support the issuing of formal communication to customers throughout the development journey via written letters, phone conversations, video updates and emails.

Liaise with 3rd parties (Utility companies, local councils, warranty providers) to register legal completions.

Complete the Registration of new properties for the Out of Hours Emergency Service prior to expected occupation dates.

Arrange and conduct key handover appointments alongside the Customer Service Team.

Maintain an overview of the legal status of reserved properties, with anticipated notice served and completion dates.

Produce and collate information for Board Reports and Management reports.

Successfully engage customers in regularly conversation that positively influences the NPS from each customer.

Manage difficult customer situations with skill a professionalism resolving matters to the customer’s satisfaction while managing the commercial impact on the business.

Conduct thorough home demonstrations, manage customer reactions, and manage the achievement of Promoter score from each customer.

Raise Site Instructions, Minor Works Orders and process invoices ensuring records are kept updated.

Assist in the co-ordination of handover packs.

Attend and prepare for monthly BRES meetings.

Technical Competencies:

Providing efficient and accurate administrative support to all the Customer Experience roles is key for an Assistant to learn where individual strengths are best focused, contributing to the continuous improvement of the customer experience and services made available to purchasers.

Experience working in a comparable, customer-facing role

Outstanding customer service skills

Professional telephone manner

Excellent verbal, written and digital communication skills

Highly organised and process-driven

Strong administration skills and attention to detail

Organised, effective communicator with high level of accuracy/attention to detail

Person Specification:

Customer Focused

Effective Communicator

Ability to Influence

Excellent attention to detail

Proactive and self-motivated

Excellent at establishing and maintaining relationships

Skilled at setting expectations and consistently delivering to the quality standard promised

Flexible to adapt to all situations and use own initiative.

Please note our standard working hours are 8:00am until 5.00pm Monday to Friday

  • Advertiser: Job Board
  • Reference: 214972923