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Aftercare Handover Administrator

Location: 

Derby, GB

Our vision is simple - TopHat was founded to deliver beautiful homes, sustainably. We use advanced manufacturing and the latest technology to delivery ultra-low carbon homes, whilst keeping costs as low as possible. We manufacture homes in a controlled environment, removing uncertainties, improving quality and reducing costs. We have extensive experience of delivering projects in different ways to ensure that our customers get the solutions they need.

We've built over 200 homes with a pipeline far in excess of this. We are also a manufacturer; operating in a 125,000 sq ft factory in Derbyshire and have well advanced plans to build another one 5 times bigger. 

About the role: 

- To coordinate and gather the required data throughout relevant stages of the product journey.

- The main point of contact for all product/data enquiries.

- To provide a high level of service to customers at all times.

- To act as the main point of contact for all Aftercare related queries.

- To coordinate work tasks as scheduled from the Aftercare system (Aftercare Data).

- To update and chase delegated tasks to ensure progress to SLA’s (Service Level Agreement). 

 

Key Responsibilities:

- Act as a primary point of contact for customers.

- Provide help and advice to all customers by being the first point of contact for all customer queries post completion.

- Maintain a high level of customer service.

- Communicate courteously with customers by telephone, email and letter and maintain open communication channels.

- Resolve any day-to-day customer queries. Pass any complex or reoccurring problems to the ACM (Aftercare Manager).

- Handle any problems / complaints effectively, in a timely manner in accordance with business complaint procedure.

- Keep the ACM (Aftercare Manager) and/ or Head of Aftercare informed of complaints and progress.

- Written correspondence - compile letters upon notification and rectification of all defects to be sent to tenant, landlord and managing agent (where applicable).

- Deal with telephone/post/email enquiries and in accordance with the department’s communication procedure.

- Improve, maintain and develop relevant filing systems (electronic and paper).

- Assist with any ad hoc administrational duties. 

- Obtain the necessary data information from internal teams to provide specification profiles for all projects

- Obtain and coordinate all the necessary information to build all HUG documents for customers.

- Obtain necessary information from customers to adequately describe the request or problem report so that the most suitable ‘resource’ is assigned to the job.

- Log all customer calls received on the ‘Aftercare’ database, keeping the database up to date at all times and to provide updates to the customer.

- To assist with the completion of works with engineers for both reactive and planned preventative maintenance (PPM) works during the Aftercare period.

- To assist the completion of defects during the warranty period in accordance with Aftercare procedures. 

- Keep accurate records of discussions or correspondence with customers and ensure all resident and contractor information is up to date on the database.

 

What we can offer you

  • Salary of upto £30,000 depending on experience 

  • 25 days holiday plus bank holidays

  • Aviva Health Insurance

  • Group Life Assurance

  • Income Protection

  • Subsidised Canteen (Derby site only)

  • Group Pension Scheme

  • Flexible Working (role dependant)

  • Enhanced Paternity and Maternity Pay

At TopHat we welcome applications from all backgrounds and are committed to creating a diverse workforce and an inclusive culture where everyone can succeed and be themselves. Not only is it the right thing to do, but it makes our business what it is today. We value diversity and we particularly welcome applications from BAME communities, women and anyone with disabilities as we are underrepresented in these areas.


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