Customer Liaison Assistant

Avant Homes; City of Edinburgh; On-site; GBP 19,000 - 24,000; Full time

Benefits offered by this job

Discretionary bonus

Buy/sell holiday scheme

Private Health care

Company Pension

Life Assurance

Avant Discount Platform

Job summary

Avant Homes in Scotland is seeking a Customer Liaison Assistant to join the team at the Edinburgh regional office. You will handle daily customer calls and queries, log issues on COINS, and liaise with site teams and subcontractors to ensure timely remedial works while maintaining excellent customer service.

The successful candidate will be highly organised, proficient with MS Office, and capable of clear written and verbal communication under pressure.

Qualifications

• Experience handling complaints in a customer service environment.
• Strong administration skills with ability to log and track queries.
• Competence with MS Office including Word and Excel.
• Ability to think logically and troubleshoot issues.
• Excellent communication, both verbal and written, under pressure.

Responsibilities

• Manage calls and emails into the department and log issues on COINS.
• Own queries, resolve simple issues and escalate complex ones to Head of Customer Service.
• Coordinate between Site Management, Customer Care Technicians and subcontractors to complete remedial works in line with NHBC Buildmark.
• Keep customers informed with realistic timescales during remediation processes.
• Provide administrative support to the Customer Service Department and assist with invoice checks and payments.
• Prepare, collate and provide defect reports.

Skills

Administration skills

MS Office (Word & Excel)

Logical thinking

Troubleshooting

Organised

Proactive/initiative

Customer service in fast-paced env

Verbal and written communication

Numerical and literacy

Tools

COINS ERP system

Microsoft Office

Job description

With lots of exciting plans in the pipeline, there's never been a better time to join Avant Homes, let us tell you why…

Is this the role you are looking for If so read on for more details,

Avant Homes is a housebuilder operating in Scotland, the North East of England, across Yorkshire and the East and West Midlands.

We are continuing to strengthen our teams and are looking for passionate individuals who want to make a real contribution. Our mission is to provide affordable homes to our communities, ensuring that new homes are accessible and attainable for all with a product suitable for everyone.

Avant Homes are proud to employ local people across our developments and within our regional offices, teamwork is key to everything that we do.

Due to continued success and future business growth, we have an exciting opportunity for a Customer Liaison Assistant to join our team based in Scotland working from the regional office in Edinburgh.

The Role

Are you organised, customer focused and possess excellent administration skills?

Do you have experience of complaint handling within a customer service environment?

If the answer is yes, then look no further, your next career could be with us!

This is an exciting role and opportunity for a customer service driven individual who will be responsible for daily liaison with our customers over the phone, answering queries, trouble shooting and offering solutions, whilst offering the fantastic service that our clients have come to expect.

Key duties and requirements

Joining the team as Customer Liaison Assistant, you will be responsible for but not limited to;

Ensuring all calls and emails received into the department are managed appropriately and issues are logged onto our ERP system, COINS.

Taking ownership of queries, resolving non-complex issues yourself and escalating more complex issues to your Head of Customer Service.

Liaise between Site Management teams, Customer Care Technicians and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with the company's stated Service Level Agreements.

Maintaining reasonable timescales for customers for any remediation works and ensuring that customers are kept informed throughout any process taking place in their home.

Providing administrative support to the Customer Service Department.

Checking invoices and forwarding for payment.

Preparing, collating, and providing defect reports.

Who are we looking for?

To be successful as our Customer Liaison Assistant, you will possess strong administration skills along with the knowledge and application of Microsoft Office, including Word and Excel alongside the ability to think logically, have a creative 'can do' approach to trouble shooting and the ability to work well under pressure.

You will also need to be highly organised and possess the following;

Ability to work under own initiative and manage time effectively, especially in a fast-paced customer service environment.

Experience of working within a complaint's environment previously with a key focus on customer experience.

Flexible and adaptable to changing requirements.

Good verbal and written communication.

A basic understanding of Customer Service.

Numerical and Literacy skills.

What will you get in return?

• Discretionary bonus
• Buy, sell and accrual holiday scheme
• Private Health care
• Company Pension
• Life Assurance
• Other Benefits Including Our Exclusive Avant Discount Platform

Please note: we reserve the right to fill this vacancy and/or remove this advert prior to the vacancy end date