Customer Care & Defect Surveyor (based in Kent) [JPC-6]

Customer Care & Defect Surveyor – Job Description

Duties

Work for a small team, reporting directly to the Team Leader/Delivery Director.

Clients

• Housing Associations
• Local Authorities
• RSLs

Reward Benefits

• Competitive salary
• Discretionary bonus incentive
• Pension contributions
• Private medical insurance
• 28 days holiday (incl. Bank Holidays)
• 3-4 days during Xmas period (at Directors discretion)
• 1 day off for birthday

Knowledge & Understanding

• Experience of delivering excellent customer care and service in a busy organisation.
• Experience of working with contractors and supply chain partners and monitoring of service standards.
• Understanding of working within KPI’s and Service Level Agreements.
• Experience of complaints handling and follow-up procedures.
• Ability to work as part of a team but also have self-motivation to manage and be responsible for own workload whilst demonstrating the ability to work well in a high pressurised environment.

Attributes

• High level of attention to detail and accuracy in work.
• Strong interpersonal skills, with the ability to collaborate effectively in a team environment.
• Self-motivated and proactive with a keen interest in ongoing professional development.
• Flexibility and willingness to travel to various sites as required
• Adaptability in handling a variety of projects simultaneously.
• Commitment to continuous improvement and staying updated with industry trends.

Must Have

• Full UK Drivers licence.
• Able to live and work in the UK.
• Willing to travel to sites as well as the office based in Sevenoaks in split office/site-based role.
• Own car

Skills & Requirements

• Strong analytical and problem-solving skills, with the ability to identify and address building defects.
• Excellent written and verbal communication skills, capable of producing clear, concise, and accurate reports.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Competence in using surveying software, including AppCan.
• Effective time management skills, with the ability to prioritise tasks in a busy environment.
• Recording of defects immediately on the Defects Management Database capturing all necessary details.
• Seeking advice where it is unclear whether the issue is a defect.
• Liaise with third parties to ensure that defects are remedied.
• Maintain records and ensure the Defects Management Database is up to date with progress as well as Client Management Systems.
• Pro-actively chase sub-contractors regarding the status of reported defects and required actions where applicable.
• Deal with all client/customer email and phone queries.
• To inform all clients in accordance with KPIs the status of all reported defects.
• Develop strong working relationships with the field service technicians and sub-contractors.
• Liaise with the technical teams as appropriate.
• To ensure all defects reported at the End of Defects Liabilty Period are completed and support scheme closures.
• Contribute to End of Defects Team management reports with relevant data collection.
• To aid in securing the end of defect fees including chasing client approvals, drafting contract paperwork and drafting fee invoices.
• Support the End of Defects Team in other tasks and activities as appropriate.
• Undertaking defects inspections linked to the Sevenoaks office and issue survey lists captured on inspection software.
• Undertake de-snagging support inspections where appropriate.

Knowledge & Understanding

• MS Office (Word, Excel, Outlook)
• Database Knowledge
• Customer Service
• Understanding of Defects/Repairs
• Undertaking site inspections
• Identifying defects
• Ability to drive, own and ensure your vehicle, hold full driving license

Salary

£30,000 - £33,000 per annum