Job Description

Purpose: To provide an exceptional customer experience for residents, clients and other stakeholders on refurbishment projects. Provide a dynamic customer care service, anticipate customers needs and ensure positive touch points throughout the customer journey.

Achieving Results

Delivering a full customer care service to the project, focussing on the customer journey with excellent communication keeping customers informed

Deliver a professional, helpful, high quality service and assistance before, during, and after refurbishment works to ensure that the customer's journey surpasses their expectations

Achieve the clients KPI targets for resident satisfaction

Make Lovell the Contractor of choice embrace TPAS principles

Ensuring all activities are documented and recorded as instructed or required on CRM System

Ensure all complaints are resolved successfully following the Lovell complaints procedure

Supporting other areas of the project team when required and as requested by Project ManagementManaging the Process

Adopting and embracing the CRM system

Making appointments for the project team and maintaining project diaries

Pre-start visits and profiles

Identify specific customer needs (work patterns/health issues etc.)

Dilapidation surveys

Daily completion of the CRM system

Daily telephone/communication/SMS to residents

Regular visits to residents where works are underway

Building good relationship with Client and other stakeholders

Keep Leaseholders/Private residents informed about works that may affect them

Ensure GDPR is adhered to

Actively promote Safeguarding and be aware of reporting protocol

Monitor out of hours calls on a daily basis - follow up as necessary

Ensure all complaints are resolved and follow the Lovell complaints procedure

Distribution and collection of satisfaction questionnaires, follow up issues and monitor trends

Ensure relevant aftercare information/support is supplied

Key Performance reporting including compilation of data relative to RLO activities

Maintain Service Delivery Monitor

Organising and attending resident and communication events, open days, school visits, meetings and conferences

Actively looking for PR and community activities

Forge links with Resident Associations

Prepare newsletters and regular updates

Assist with Considerate Constructor initiatives

Support the project delivery team in their daily project administrative tasks as required

Supporting the project and other projects business in community initiatives, events, new business and customer care.

Supporting the delivery team to maintain excellent standards of good housekeeping, PPE

Ensure maintenance of safe environment for tenants

Compliance with LIBMS processes and procedures and Project Plus/CRM

Maintain a presentable image by adherence to the Lovell dress code

Serving the Customer (Internal and External)

Ensure the residents are dealt with competently, fairly and effectively in all situations adhering to Lovell Equality and Diversity Policy

Apply the principles of Service First in all activities

Support and promote resident satisfaction with proactive customer care

Explain the role of Lovell & actively promote Lovell

Build Customer confidence by delivering an exceptional customer journey

Create professional environment

Communicate with resident and project team throughout works programme

Explain all aspects of the improvement work and manage expectations

Service First

Develop and maintain productive relationships with all members of the team

Ensure all operational staff understand the importance of customer service and adhere to Service 1st principles at all times

Promote a clear focus on quality assurance, service accessibility and responsiveness, maximising client involvement and feedback

Attend meetings and engage actively with key Clients

Promote the profile of Lovell

Promote customer service excellence throughout the project

Service First

Every individual across the business has a responsibility to work in accordance with the Service First Principles and adopt the Service Delivery actions required to ensure their project meets the requirements of the SD cornerstones

Health and Safety

All employees have a statutory duty to look after their own safety and to give due consideration for the safety of others. Employees also have specific responsibilities as set out in the Company Health and Safety Policy

Equality & Diversity

All employees must comply with the Company Equality and Diversity Policy, ensuring that at all times behaviour is fair and non-discriminatory

Delivering Quality

Ensure that all RLO tasks are complete to the required standard and on time.

Accuracy of grammar, clear communication and effective coordination of the tasks required at all times.

Maintain a presentable image by adherence to the Lovell dress code