Salary: £28,280 - £33,330 pa

Hours: 36 hours per week

Contract Type: Permanent

Location: Croydon (There will be a mix of office and home working)

If you're looking for a new, exciting opportunity for 2022 then look no further! We're recruiting for a dedicated Customer Care & Quality Executive to join the Customer Experience team at Latimer Homes.

Latimer Homes is the development arm of Clarion Housing Group. We exist to build homes and create communities, playing our part in tackling the housing crisis. What sets Latimer apart is our long-term commitment to the people who live in our homes. Our model is not to build and then move onto the next site. We are long-term stewards of place, committed to building sustainable and thriving communities. We are part of a social business, reinvesting our profits back into building more affordable homes and supporting Clarion residents.

What you'll be doing

Within the Customer Experience Directorate we need to ensure that the customer receives the best service and experience at each touch point of their journey with us. From their initial enquiry about their new potential home right through to moving in and the customer care provided during the defect warranty period.

As a Customer Care & Quality Executive you'll be responsible for delivering the best customer care to our customers, once they have moved into their new home. Managing escalated customer issues and complaints to resolution, and logging and tracking any defects the customer raises during the defect liability period.

Key responsibilities will include:

• Liaise with internal teams and 3rd parties to ensure complaints are dealt with in a timely manner, and case manage to completion

• Be the point of contact for customers living in new build properties to raise defects via phone and email

• Ensure all communication with the customer, both written and verbal, is professional, courteous and to the Clarion standard

• Keep customers fully informed until the matters they raised have been fully resolved

• Raise defects in the relevant systems and pass to the contractor to complete

• Effectively triage issues, to ensure only defects covered under warranty are passed to building contractors and providing customers with appropriate advice

• Track all defects and complaints in the relevant systems and in line with business policies and procedures

• Liaise with building contractors to ensure orders are successfully attended and completed within published timescales and contractual obligations

• Provide reports and summary information on activity as requested

What we're looking for

We're looking for individuals with a strong customer service and complaint management background and an excellent attention to detail. As the successful candidate, you'll come to us with a good knowledge of MS Office programmes and experience of communicating with a wide range of people. You'll need to have experience of working in repairs, new build homes, or shared ownership.

What you'll get in return

Knowing that you're making a difference to our residents' lives is rewarding, but our roles offer much more than that. Here at Clarion we're dedicated to rewarding hard work and commitment and providing benefits that support you and your lifestyle.

As standard we offer;-

• Competitive salaries that are benchmarked regularly against current market rates

• Initial 25 Days annual leave (plus bank holiday), increasing to 30 days after 3 years' service.

• A flexible benefit scheme tailored to you, inclusive of healthcare options, dental insurance, restaurant card and cycle to work along with 1% of your salary to spend on whichever approved benefit you like!

• Matched pension contributions of up to 7.5% of your salary with generous life assurance

• Flexible and agile working for the majority of our employees.

Our commitment to equality and diversity means that we are keen to help you maintain a healthy work-life balance, including but not limited to part-time working and job share, enhanced maternity, adoption and paternity leave, and compassionate leave.

Where will you work?

This position is based from our Croydon office. Currently the team are working remotely and moving forward you will be required to work between the office and home in line with business needs.

For further details on this vacancy and to download the role profile please visit our website or click 'apply'.

If this sounds like an opportunity you'd be interested in, we look forward to hearing from you.

Closing Date: Tuesday 8th February at midnight

In the event that we receive a high volume of applications, we reserve the right to close this advert early. We therefore encourage early applications.