Customer Service Operative

Role overview:

Completion of repairs issued to the Customer Service department, ensuring their swift closure. Ensure that the processes and procedures are followed, keeping the Customer Service team informed of progress at all times. Uphold the reputation and image of the Hill Group.

Key Results Areas:

Delivery

Ensure works are completed on first visit wherever possible

Liaise with CSCs to update status of defects at the earliest opportunity

Follow prescribed departmental processes

Notify the Customer Service team of anticipated delivery failures as soon as identified

Vehicle Management

Store Management

Quality & Compliance

Ensuring RAM's are used for all activities

Ensuring works undertaken do not place operative or others at risk of harm

Liaison with CSAS regarding locations that may have issues

Ensuring all plant and equipment is properly maintained, fit for purpose, and tested where appropriate

Be punctual and communicate with homeowners/residents if delays occur

Ensure all works are undertaken to the highest standard

Ensure the homeowners property is protected at all times and left clean and tidy

Maintain a professional and corporate image at all times, including the wearing of company clothing

Ensure vehicles are clean, tidy and roadworthy at all times

Clean and tidy personal appearance at all times

Follow Customer Service processes and procedures

Customer

Effective liaison with other departments, team members and sub-contractors as required

Communications with Customers is consistently at a high standard

Builds effective relationships with internal and external stakeholders

Success Measures:

Demonstrates excellent standards of Customer Service, understanding their needs and delivering on promises

RAMs are used for all activities

Complies with all Health and Safety requirements

Ensure works are completed to the highest standard on first visit wherever possible

Achieves excellent customer satisfactions surveys from both customers and clients alike

Follows Hill processes and procedures

Maintains company image through correct behaviour, clothing and maintenance of vehicle

Ensure all records are maintained and accurate at all times

Ensures all Operatives are completing risk assessments on their PDAs and they call in at the end of the day to promote lone working best practice

Ensure cost efficiency through minimal material wastage, minimal visits to wholesalers and re-se of tools and products where possible

Effective liaison with other departments, team members and sub-contractors as required

Communications with Customers is consistently at a high standard

Builds effective relationships with internal and external stakeholders

Skills, Experience and Attributes:

Experience in providing Customer Service and can demonstrate a good understanding of customer needs and delivering to their requirements

Proven experience of carrying out the same role for a residential developer

Multi skill ability required

Excellent communication skills

Able to work with autonomy and as part of a team

Able to produce work to a very high standard

Proactive and flexible approach

Works collaboratively and builds good working relationships

Demonstrates an understanding of H&S requirements