Customer Liaison Assistant 12M FTC

Avant Homes; Nottingham; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Benefits subject to terms

Job summary

Avant Homes is seeking a Customer Liaison Assistant on a 12-month fixed term contract based at our East Midlands head office in Nottingham. The role focuses on daily liaison with customers by phone and email, answering queries, troubleshooting, and delivering the high standard of service our clients expect.

You will log calls in COINS, manage remediation coordination with Site Management and subcontractors, and provide administrative support to the Customer Service team.

Qualifications

• Excellent administration skills and proficient in Word and Excel.
• Experience in a complaint handling environment within customer service.
• Strong organisation, logical thinking and problem solving under pressure.

Responsibilities

• Handle daily calls and emails with customers and log issues in COINS.
• Take ownership of queries and escalate complex issues to Head of Customer Service.
• Coordinate with Site Management, Customer Care Technicians and subcontractors.
• Prepare defect reports and assist with administrative tasks for the department.

Skills

Administration

Microsoft Office

Complaint handling

Customer service

Organisational skills

Communication skills

Tools

COINS ERP

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…

Have you got what it takes to succeed The following information should be read carefully by all candidates.

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.

If you want to be part of something special, why not start the foundations and build your career with us today?

Due to continued success and future business growth, we have an exciting opportunity for a Customer Liaison Assistant on a 12-month fixed term contract to join our team based at our East Midlands head office in Nottingham.

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.

This is a 12-month fixed term contact opportunity*

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.

If this sounds like you, join us and be a part of Avant's future success!

• Benefits are subject to terms and conditions for fixed term contract employees