Role Purpose
Providing administrative support for the Customer Service Department, striving hard to provide the best professional, high level Customer Service.
Key Accountabilities
- Reporting to the Customer Service Manager.
- First point of contact to answer and deal with all call and enquiries relating to the Customer Service.
- Consistently deliver high quality and professional customer service to internal and external customers by telephone and written communications.
- Continually seek to improve customer satisfaction and procedures to enable all maintenance requests received from internal and external customers to ensure that they are resolved within agreed timescales.
- Manager a number of housing developments, customers defects, logging of paperwork and calls. Booking appointments with diary management for customers and contractors
- Communicating regularly with Maintenance Technician, Site Managers, Contractors, Sales Team and LABC.
- Allocate work to maintenance team within agreed timescales, managing maintenance diary.
- Ensure all valid defects and maintenance requests are dealt with, organizing completion of works identified at the Handover Meeting within the agreed timescales.
- Updating customers and reporting.
- Managing own time effectively to ensure a consistent achievement of targets.
- Understand importance of Quality standards and procedures.
- Understanding requirement needed to achieve 5* status.
- Reporting issues outstanding / defects management.
- Dealing with customer complaints to reduce escalation
Enablers to the Role
- Must possess excellent telephone manners and communication skills both verbal and written.
- Good listening skills, understanding customer’s requirements, managing expectations and dealing with defects.
- Must be able to prioritise workload under minimal supervision; and be flexible in approach to daily tasks.
- Competent user of MS Word, Excel and Outlook.
- Must hold a full Driving Licence; valid to drive in the UK.
- Previous experience within the House Building environment is beneficial but not essential.
Further Notes
- Role reports directly to the Customer Service Manager
- Opportunities to progress in the business through training roles in numerous disciplines.
- Full time working week equivalent to 40 hours.
- Salary – commensurate with experience
- Application deadline: Monday 19th April 2026
If this sounds like the role for you, then we look forward to hearing from you. Please email careers@genesis-homes.co.uk with your C.V and covering letter.