• jobs
  • 2 weeks ago

jobs description

To provide support and assistance to the defects and aftercare team as well as delivery and the wider business teams to ensure the successful delivery of EMHs development programme and aftercare service. Working closely with Delivery Colleagues to support and maintain high levels of accuracy, organisation, communication, and customer service.

What you will do in your working day
• Promoting and showcasing EMH group values throughout the undertaking of the job role. Including partnership working with stakeholders, colleagues, customers, and developers. To adopt a flexible approach to agile working and staying in touch with colleagues to promote one team values.
• With support from the defects and aftercare team provide an administration and support service for the department, answering enquiries and meeting service requests.
• Assist with handling all initial communication for the defect & aftercare team including emails and telephone enquiries. Provide customer support for issues on... new homes including, defect reporting and aftercare queries.
• Assist with managing internal repair system for all new build
• Defect repairs & monitoring defects patterns on all new build sites
• To correctly manage the expectations of all customers, this may include dealing with and investigating complaints when required.
• Processing defect enquiries, assisting in diagnosing valid defects and co-ordination of customer/developer needs, tracking progress and monitoring against service standards
• Assist with coordination of the end of defects process including surveys and visits by consultants, EMH colleagues, developers, and customers in line with Customer Service Standards.
• Assist to ensure that all outstanding contractual defect works are completed before retention monies are released
• Be a point of contact for the CSC & CET teams for any referrals or issues that require further knowledge or information.
• Assisting with the management of ordering and invoicing and ensuring compliance with EMH group financial regulations and standing orders.
• Support the organisation of team events as appropriate
• Help develop aftercare newsletters and communication tools to deliver excellent customer service.
• Carry out customer satisfaction surveys including analysing and reporting on key success and improvement factors
• Assist to ensure robust filing systems and documentation are maintained in a way that facilitates easy access and where possible electronic document management systems are used.
• To take individual responsibility for ensuring that a continuously improving, and effective, professional customer service is delivered to all new home residents
• Assist with regular health and safety compliance.
• To act, at all times, in the interest of the Association and ensure the highest standards of performance are met

The training you will be getting

Level 2 Customer service practitioner apprenticeships.

Apprentices who have not achieved the equivalent of level 2

qualifications in maths and English, will need to achieve level 1

functional skills in these and work towards level 2 functional skills.

What to expect at the end of your apprenticeship
• Potential opportunities for successful candidates to progress further within the company
Coalville UK


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