Service Advisor

Strata; Doncaster; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Personal development days

Annual leave 26 days + holidays

Pension scheme

Private medical insurance

Employee wellbeing programs

Job summary

Strata, a long-established homebuilder in the UK, seeks a Service Coordinator in Doncaster. You will be the friendly face for customers post-move, guiding them through the warranty period and coordinating resolutions with internal teams and contractors.

You will build relationships, resolve snags, manage maintenance diaries, and provide accurate reporting while enjoying a supportive benefits package and a Great Place to Work culture.

Responsibilities

• Use your natural people skills to help resolve customer queries and snags from 12 weeks after moving in up to 10 years.
• Communicate with our internal teams and external subcontractors to help resolve those queries, defects and snags.
• Coordinate NHBC Resolutions and Claims (Section 2 & 3 claims).
• Manage costs and ensure they are allocated, authorised and recorded.
• Have confidence in managing complex queries and programs of work.
• Support our complaints team by collating and organising information.
• Continually strive to develop your technical knowledge of certain aspects of build/products and to support other members of the team by sharing knowledge.
• Keep in touch with our contractors to stay in the loop on progress and completion of jobs.
• Continually support our subcontractors, feeding back on their performance and quality.
• Support our internal teams by providing them with any relevant reports and information.
• Coordinate the Maintenance Team diaries efficiently.
• Ordering stock to ensure our maintenance team are able to complete their job.
• Be sure to document all information accurately using our internal systems.

Job description

Hours: 37.5 hours per week, Monday - Friday

The Opportunity

Our Service team are right at the heart of our customer’s journey. You’ll be the friendly face our customer sees after they get the keys to their dream home. The holder of knowledge about their development and new home, the listening ear if things don’t go quite right, and the fixer of any snags that occur within their warranty. You’ll take care of our customers from moving in and over the next 2 years of them enjoying their new home.

You’ll build some great relationships with our internal teams and contractors to arrange to fix snags in our customers’ homes. You’ll play a huge part in keeping our customers happy and our brand and reputation strong.

Who we are

We are a modern family business over 100 years’ experience designing and building quality, contemporary new homes. You’d think being over 100 years old that we’d be set in our ways, always doing what we’ve always done right? Wrong.

We are a unique brand synonymous with contemporary design, innovative marketing, and exemplary levels of customer service. From the house type range, the web-driven sales process, to the show home experience and personalisation options coupled with absolute adherence to quality: we are truly focused on exceeding customer expectations. Our team are always looking for ways to improve, innovate, and challenge the norm. You’ll have heard this before, but here you aren’t just a number, and we can prove it. We’re really proud to have been certified as a "Great Place to Work", ranking #38 in Best Places to work for Wellbeing, #58 in Best Workplaces for Development, #30 in Best Workplaces for Women and #34 in the Best Workplaces list. So it goes without saying, we have something special. You’ll work in a place where your uniqueness is cherished, your development is championed, and you’re given all of the tools you’ll need to flourish. You’ll join a team with a vision to become the market leading customer experience home builder underpinned by our sustainability and social purpose credentials.

Responsibilities of the role

• Use your natural people skills to help resolve customer queries and snags from 12 weeks after moving in up to 10 years.
• Communicate with our internal teams and external subcontractors to help resolve those queries, defects and snags.
• Coordinate NHBC Resolutions and Claims (Section 2 & 3 claims).
• Manage costs and ensure they are allocated, authorised and recorded.
• Have confidence in managing complex queries and programs of work.
• Support our complaints team by collating and organising information.
• Continually strive to develop your technical knowledge of certain aspects of build/products and to support other members of the team by sharing knowledge.
• Keep in touch with our contractors to stay in the loop on progress and completion of jobs.
• Continually support our subcontractors, feeding back on their performance and quality.
• Support our internal teams by providing them with any relevant reports and information.
• Coordinate the Maintenance Team diaries efficiently.
• Ordering stock to ensure our maintenance team are able to complete their job.
• Be sure to document all information accurately using our internal systems.

What’s in it for you?

• A personalised annual health report from our partner Champion Health.
• Dedicated time to spend on your own development through our Personal Development Days, alongside access to a wide range of learning content via our My Development Portal.
• Ongoing training, development and career progression opportunities, supported by annual 121’s.
• Access to our partner platform, Benefex, giving you access to a wide range of discounted benefits and salary sacrifice options, including dental plans, pension salary sacrifice, private medical insurance, gym memberships, cycle to work schemes and much more.
• Financial support when you need it most, through our generous Company Sick Pay Scheme.
• Support for your health and wellbeing with Level 1 Westfield Health cover for you and dependent children.
• Enhanced maternity and paternity benefits to support you and your family through life's important moments.
• The opportunity to take a well-earned break with 26 days annual leave, plus public holidays, and the flexibility to purchase up to 5 additional days each year through our Holiday Purchase Scheme.
• Additional annual leave through our Long Service Recognition Awards, celebrating key service milestones.
• A Strata Group Fund pension scheme with a minimum contribution from you of 3%, with us contributing 6%. For team members aged 40 or over, contributions increase to 4% from you and 7% from us.
• Death in Service benefit of a minimum of 4x basic salary.
• The opportunity to work flexibly in a way that works for you (role dependent).
• Access to our Employee Assistance Programme and a variety of wellbeing initiatives throughout the year.
• A whole host of fundraising, volunteering and social events to get involved in.