Customer Experience Coordinator

Role overview:

Responsible for being a single point of contact for the Customer during the Customer Journey from the home demonstration visit through to the handover and post completion customer journey.

Ensuring the key customer journey touch points are delivered to enable excellent service satisfaction.

Key Internal/External Relationships:

• Internal: Customer Service, Production, Sales
• External: Customers, Sub Contractors, Suppliers, NHBC, HBF

Key Results Areas:

Delivery

• To be an additional point of contact for the customer during the Customer Journey from the Home Demonstration visit of the home through to the handover and post completion customer journey, up to 20 weeks.
• Responsible for regularly updating the client on build progress
• Keeping in touch and building relationships, this includes coordinating 10 week letters.
• Deliver regular, accurate communication and updates whilst assisting in making key customer journey touch points memorable thus ensuring the customer`s complete satisfaction and willingness to recommend Hill to their friends and family.
• Monitor, track, log and distribute customer satisfaction surveys for the business and liaise with customers on satisfaction levels.
• Track all customer touch points and ensure all paperwork and processes are taking place as and when they should be
• Assist with reporting and statistics on areas of responsibility to help improve the service and experience we deliver to our customers, culminating in a smooth handover to the Regional Customer Service Manager to maintain that service through to the end of the defect liability period.
• Carry out Customer Journey visits
• Feedback good ideas and customer feedback to the Senior Customer Experience to encourage an environment of continuous improvement and to enable Hill to tailor our service/quality to customer requirements

Quality & Compliance

Keep accurate records of key customer journey visits and issues recorded

Provide accurate reporting of key statistics

Raise escalations for when our customers are not 100% satisfied and follow these through to conclusion

• Ensure a professional standard is maintained at all times

Attend sites meetings sales meetings and deliver Customer Journey presentation

Smart presentation of oneself, representing the company to external clients, customers, and tenants

• Maintain corporate image at all times

Professional presentation of reports and work at all times including accuracy and forward thinking to deliver on time

Follow Customer Service Processes and Procedures

Customer

• To be a point of contact for the customer during the Customer Journey from the Home Demonstration visit of the home through to the handover and post completion customer journey
• Ensures all Customer Service touchpoints are delivered
• Ensures that team Customer Service KPI’s are met or exceeded
• Strive to bring change and betterment to our Customers Overall experience

Success Measures:

• Demonstrates exemplary standards of Customer Service, understanding their needs and delivering on promises
• Meets and often exceeds Customer Service KPI’s
• Achieves 5 star Customer Satisfaction scores in the HBF survey
• Achieves exceptional customer satisfactions surveys from customers
• Provides additional support to our Customers
• Follows Hill process and carries out Customer Journey visits
• Provides support to the customer service team and is received from the wider group team members to enable excellent service delivery
• Provides regular reports to the internal teams
• Implements best practice
• Identifies areas of risk and raises & tracks customer escalations
• Works collaboratively with the Sales & Production teams ensuring that the Customer Journey is carried out resulting in minimal risk escalations
• Meets deadlines
• Communications with Customers are consistently at a high standard and builds effective relationships
• Complies with all Health and Safety requirements

Skills, Experience and Attributes:

• Experience in Customer Services or site management and can demonstrate an excellent understanding of customer needs and delivering to their requirements
• Experience in leading and developing customer experience within the Construction Industry
• Has worked in commercially led, fast paced environments across complex matrix structures
• Proven technical knowledge of the house building industry
• Has the ability to solve problems
• Excellent time management skills
• The ability to influence, engage and develop highly effective relationships across all levels and within cross functional teams
• Strong attention to detail and accuracy
• Has the ability to solve problems
• Strong organisational skills
• Proactive attitude
• Excellent time management skills, meets deadlines
• Outstanding communication skills, verbal and written
• A high level of financial acumen
• Demonstrates an understanding of H&S requirements