Aftercare Advisor

Job Reference

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

31/01/2022

Job Location

Norwich

Job Postcode

Salary Benefits

Role Purpose

You will have the opportunity to administer all aftercare enquires and to ensure they are recorded and resolved in a timely manner and ensure full compliance with contractual obligations are met as set out by clients across all accounts in accordance with FCA guidelines & Evander’s aftercare policy

You will also be expected to monitor company service standards and performance with an aim to identify any areas of improvements required and make recommendations to management for amendments to be made on an individual and team basis.

You will work closely with the field network to support the rectification of all aspects of an aftercare enquiry and prevent aftercare enquiries escalating into further dissatisfaction/complaints and to work with and assist with relevant management to maintain and improving our level of aftercare service & general customer experience.

Key Accountabilities & Activities

  • Undertake all administrative requirements in respect of new and existing aftercare enquiries, in accordance with contractual obligations, policy and FCA guidelines and in a timely and effective manner
  • Provide support when required to ensure acknowledgement of all complaints is within 48 working hours of receipt
  • Provide network and central operational staff with accurate and robust aftercare data
  • Liaise effectively with appropriate parties in order to investigate aftercare enquiries to provide satisfactory resolutions within agreed time frames
  • Ensure all incoming correspondence is recorded in accordance with agreed and approved guidelines in a timely manner
  • Work closely with field operations in line with aftercare and remedial cases, to ensure customers issues are dealt with in a timely manner
  • Maintain a high standard of outgoing correspondence in accordance with agreed time frames
  • Ensure all records, electronic and manual, are accurate, up to date and regularly reviewed
  • Complete weekly, monthly/ad-hoc management information reporting on aftercare trends to assist with service improvements

Ensuring the root cause of aftercare enquiries are identified on every case and correctly allocated to the specific area where learning is to be applied.

Experience and Personal Attributes

  • Previous experience of working in a customer experience environment or home repairs sector
  • Knowledge of FCA compliance regulations
  • Effective, empathetic communicator with excellent verbal and written communication skills.
  • Adept user of Microsoft Office packages, particularly Excel, Word and outlook.
  • Experience of working in a telephony based, customer focused environment.
  • Strong planning and / or organisational skills.
  • Mathematical skills.
  • Commercial acumen and financial awareness.

Personal Attributes:

  • Ability to negotiate and deal with conflict.
  • Ability to work as part of a team to achieve shared objectives and overall goals of the business.
  • Ability to work with all areas of the business with focus on client and customer.
  • Ability to prioritise workload effectively.
  • Ability to solve problems readily.
  • Self-motivated and able to adapt to different circumstances.
  • Personable, approachable and helpful.
  • Flexible and adaptable approach to work.
  • Takes ownership of their responsibilities within the team.
  • Results oriented.
  • Keen to apply skills to a new and different working environment.
  • Able to apply an independent view to ensure right resolution is achieved.
  • Proactive and able to work unsupervised within agreed timeframes.
  • A natural forward planner who critically assesses own performance.
  • Credible, and comfortable in dealing with customers, clients and colleagues at all levels.

To have a real passion to deliver great customer service and a resolute desire to get to ‘what the customer wants’ and deliver that plus more, to exceed the expectations of both customer and client

Key Outputs/Metrics or Other important things

  • Act as an ambassador for our brand values, actively promoting and applying these values wherever possible.
  • Comply with Health & Safety requirements of the Company, keeping ourselves and each other safe at all times.
  • Take the time to understand and work within Evander’s policies, procedures and ways of working.
  • Uphold the company’s equal opportunities policy and ensure that any discriminatory practise within the workplace is appropriately challenged.
  • Adhere to all aspects of confidentiality and Data Protection in order to comply with the law, observing all policies and guidelines.
  • The post holder will be required to undertake such other duties as may be required within the competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
  • A full UK drivers’ licence and the ability to travel nationally where required.
  • The flexibility for some overnight stays as and when required.

Valuing Diversity and Inclusion, we aim to create a workforce that is representative of society where colleagues can be themselves. We know that embracing differences enhances Evander’s operational capabilities and helps to create a Great Place to Work. We are proud to celebrate diversity where individuals are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion, or ability.