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
