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Customer Care & Quality Executive

Job Title: Customer Care & Quality Executive
Contract Type: Contract
Location: Croydon
Salary: £14 - 15 per hour
REF: jm0004B123/1
Contact Name: Jordan Mascall
Contact Email:
Job Published: over 2 years ago

Job Description

Customer Care & Quality Executive - offices are based in west croydon.

Monday to Friday, 8am till 5pm

3 months initially with likelihood to be extended 

Paying up to £15ph via umbrella.

Must be able to pass a DBS

Note: Preferable for candidates to have new build defects experience.

We're looking for 2x Customer Care & Quality Executives to join our Customer Experience team in Croydon. We're committed to ensuring the customer receives the best service at each touch point of their journey with us. In a nutshell, as a Customer Care and Quality Executive you'll be responsible for delivering the best customer care to our customers, once they have moved into their new home. Managing escalated customer issues and complaints to resolution, and logging and tracking any defects the customer raises during the defect liability period.

Some of the key duties include:

  • Liaise with internal teams and 3rd parties to ensure complaints are dealt with in a timely manner, and case manage to completion

  • Be the point of contact for customers living in new build properties to raise defects via phone and email

  • Ensure all communication with the customer, both written and verbal, is professional, courteous and to the Clarion standard

  • Keep customers fully informed until the matters they raised have been fully resolved

  • Raise defects in the relevant systems and pass to the contractor to complete

  • Effectively triage issues, to ensure only defects covered under warranty are passed to building contractors and providing customers with appropriate advice

  • Track all defects and complaints in the relevant systems and in line with business policies and procedures

  • Liaise with building contractors to ensure orders are successfully attended and completed within published timescales and contractual obligations

  • Provide reports and summary information on activity as requested

We're looking for individuals with a strong customer service and complaint management background and an excellent attention to detail. As the successful candidate, you'll come to us with a good knowledge of MS Office programmes and experience of communicating with a wide range of people. Experience of working in repairs, new build homes, or shared ownership is preferred but not essential.

Recruitment is done in line with safe recruitment practices. 4RS is an equal opportunities employer.

If interested, please submit an updated CV for consideration.