Julia Smillie

• .Recruited customer service team members and mentored in company policies and best practices.
• Attending warranty provider reconciliation meetings and resolve remedial works where necessary.
• Assess performance, standards of completeness and quality of junior members of staff and support training and development.
• Sought customer feedback and applied data to constantly improve service-level and NPS.
• Leveraged strong product and service knowledge working with contractors to assist customers and resolve issues and reduce defects.
• Communicated courteously and professionally whilst building a rapport with customers in person and by telephone and email.
• Took ownership of escalated customer issues and followed through to resolution.
• Investigation and report and document to help solve defect trends with Head of Department.
• Attendance at the fortnightly tracker meeting and build sales meeting, ensuring the build team deliver a completed quality unit to Customer services to create a zero defect home prior to occupation.

• Undertake new home inspections ensuring any issues are flagged with site management and resolved prior to move in, introduces the customer to their new home, ensure familiarisation, and ‘after care’ of those customers at defined intervals following their move-in date.
• Issuing works orders to maintenance operatives and subcontractors to resolve defects within agreed SLA's
• Managing the Customer Service operative and Customer Service co-ordinator to provide a consistent and efficient customer service
• Providing an effective support function to our homeowners
• Ensuring communications with customers regarding defects are dealt with in a professional and timely manner, adhering to Customer Care Policies and Procedures
• Work closely with other departments across the company (i.e., Construction, Sales, Surveying and Technical) to ensure communication is optimal and the company achieves its KPIs
• Responding to incoming communications from homeowners in accordance with company guidelines
• Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout team
• Carrying out general administration duties

• Ownership of the development sales suite and show homes conducting monthly sales excellence audits to ensure all areas are always maintained and presented to the highest standard.
• Manage all customer enquiries details and requirement accurately in Microsoft Dynamics and convert to site visit or appointment.
• Qualifying customers, establishing moving position and timescales, needs and financial situation. Developing credible solutions securing reservations with maximising revenue and margin.
• Promoting the use of company recommended mortgage brokers and solicitors to ensure an efficient service for customers to achieve purchasing deadlines.
• Secure reservations ensuring sales targets are met, working closely with legal teams and sales admin to ensure sales progress to completion efficiently and in a timely manner.
• Maximising sales of Optional upgrades supporting customers throughout the selection process, processing orders, taking payment, and ensuring all Options are installed prior to completion.
• Acting as the key point of contact for the customer, providing a high level of customer service maximising customer recommendation scores.
• Ensure all administrative and reporting requirements are met according to company policies and agreed time frames.
• Regularly reviews competitors availability, pricing, specification, and marketing activity.
• Ensure the health & safety of customers, colleagues, and other parties whilst on site in accordance with legal requirements and company policy.

• Processing work sheets from Customer Service visits, assessing works required and managing rectifications and issuing defect notices to sub-contractors.
• Fostering a supportive relationship with the residnet and maintaining excellent communication throughout.
• Logging all calls and emails, completing relevant reports and administration as required.
• Ensuring Operatives diaries are managed.
• Ensuring that all reported defects are dealt with in a cost effective, timely and professional manner to the satisfaction of the purchaser.
• Keeping the customer informed, providing feedback on quality and punctuality.
• Ensuring that any serious issues are reported to senior managers immediately.

• Assisting with the allocation of work to operatives on a daily basis, including providing response work.
• Assisting any appointment amendments, liaising with operatives and residents.
• Updating and maintaining a database with details of appointments and completed works.
• Ad hoc administration duties as and when required.