Role Overview
Manage daily defects and End of Defects (EODs) for the Regional Customer Service Department, ensuring processes are followed and records are accurate at all times.

Key Responsibilities

• Delivery:
  • Log, track, and complete defects and EODs within target dates to meet KPIs.
  • Communicate professionally with customers and clients, providing timely updates and reports.
  • Maximise cost recovery through contra charge letters and process adherence.
• Quality & Compliance:
  • Maintain accurate records and ensure compliance with company procedures.
  • Ensure operatives complete risk assessments and follow lone working protocols.
• Customer Focus:
  • Respond promptly and professionally to all written and verbal customer communications.
  • Foster effective relationships with internal teams, subcontractors, and stakeholders.
• Financial:
  • Ensure efficient booking of works for operatives to maximise productivity.
  • Obtain and review quotes, challenging costs where appropriate.

Success Measures

• Meet or exceed KPIs and customer satisfaction targets.
• Maintain accurate records and timely processing of all defects and EODs.
• Deliver high standards of communication and customer service.
• Ensure cost recovery and compliance with Health and Safety requirements.

Skills & Attributes

• Strong customer service experience with excellent understanding of customer needs.
• Exceptional organisational, time management, and communication skills.
• Attention to detail, accuracy, and the ability to prioritise tasks.
• Proficient in IT systems and adaptable to changing requirements.
• Collaborative, proactive, and focused on delivering results.

Please ask the talent team for the full job description