Customer relations advisor

The Customer Relations Advisor role is pivotal in ensuring the delivery of exceptional 5-star customer experiences within the region. This entails providing customer-centric advice, guidance, and support while closely collaborating with CRM, Build colleagues, and Customer Care Technicians. Key Responsibilities: * Proactively engaging as a member of the regional Customer Care team to deliver exceptional 5-star customer service within the operational area. * Efficiently managing all regional complaints in adherence to the New Homes Quality Code/Consumer Code standards, ensuring timely resolutions. * Collaborating with the regional team to compile pertinent information for informed and detailed responses to customer complaints. * Providing accurate and comprehensive reports on customer complaints and their statuses during weekly regional meetings, promptly escalating serious concerns as necessary. * Actioning and addressing all Customer Care defects logged through a CRM system, adhering to service level agreements. * Monitoring and addressing queries from the Regional Customer Care and Customer Service mailboxes within agreed timelines. * Offering support to the regional team regarding customer queries and concerns. * Handling inbound customer calls, ensuring timely responses, and managing voicemail messages. * Efficiently managing the Customer Care email inbox. * Nurturing customer relationships post-legal completion, soliciting feedback to enhance the customer journey and driving a culture of Customer First. * Managing administrative tasks and providing weekly updates on the #39;Your Watch #39; database. * Upholding security protocols and professional use of company property and equipment, ensuring compliance with GDPR requirements in all customer communications. * Adhering to Company Health Safety, Environmental, and Corporate Responsibility policies, ensuring all site visitors and customers comply with relevant H S procedures. Key Performance Measures: * Supporting the region in achieving a 5-star satisfaction score. * Effectively handling all complaints in line with NHQC Consumer Code standards. * Serving as a brand ambassador with exemplary customer service skills. * Collaborating effectively with the wider Customer Care team and onsite construction team. * Demonstrating a commitment to continuous improvement in service delivery and personal performance. * Providing accurate and reliable customer service and business information, maintaining GDPR-compliant records. * Exhibiting excellent customer relationship management skills both online and face-to-face. * Demonstrating proficiency in IT, especially Microsoft packages. * Previous experience in a customer service role. * Strong collaborative, team-working, and interpersonal skills. * Basic understanding of the financial implications of build methods and sequences. * Preferably, extensive product, NHQC, and Customer Service experience