Customer Care & Quality Executive

• Location: Croydon (until January) 3 days in the office/2 days remote, and then from January either Lewisham, Corsica Street, Camden, or London Bridge (TBC) 1 day a week/4 days at home
• Job Type: Temporary 6 months
• Salary: £18.02 per hour PAYE or £24.11 per hour Umbrella

Reed is recruiting on behalf of a client for a Customer Care & Quality Executive. This role is essential for delivering exceptional customer care to clients once they have moved into their new homes. The position involves operational tasks within the Customer Care & Quality team, focusing on addressing customer defects during the Defect Liability Period/warranty for their new home in a timely and professional manner.

Day-to-day of the role:

• Provide high-quality service to customers by addressing their concerns, Right to Repairs, or defects, ensuring satisfaction.
• Schedule follow-up actions and enter relevant information into the CRM system after each customer contact.
• Provide detailed information about defects and concerns, addressing customer questions related to their new home.
• Respond to both basic and advanced customer issues related to defects, concerns, or complaints, escalating as appropriate.
• Resolve operational issues and questions as they arise, supporting others in delivering their duties.
• Make calls to allocated customers to maintain and strengthen existing relationships, acting as a first point of contact for resolving queries and complaints.
• Answer telephone calls and assist callers or those making inquiries by email or mail, directing more complex matters to colleagues as necessary.
• Develop knowledge and understanding of relevant policies, procedures, regulatory codes, and codes of conduct.
• Support stakeholder engagement by coordinating actions and facilitating meetings.
• Build effective working relationships within the internal client organisation, delivering high-quality professional services.
• Contribute to reviewing and improving policies and procedures in your area of work.

Required Skills & Qualifications:

• Excellent written and verbal communication skills.
• Strong computer literacy, experienced in CRM, Microsoft Office Word, Excel, and Outlook.
• Experience working in housing and familiar with NHBC standards.
• Attention to detail with the ability to identify trends and propose preventative measures.
• Results-driven, self-motivated, proactive, and able to work autonomously.
• Good organisational, time management, and planning skills, able to manage multiple issues simultaneously.
• Customer-focused approach, showing empathy and professionalism in managing challenging conversations.
• Strong collaborative ethos with experience in problem identification and stakeholder engagement.
• Focused on continuous improvement and flexible with changing priorities.

To apply for the Customer Care & Quality Executive position on behalf of our client, please submit your CV to Holly Woodward @ REED