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Job description

With lots of exciting plans in the pipeline, there’s never been a better time to join Avant Homes, let us tell you why…

Avant Homes is a housebuilder operating in Scotland, the North East of England, across Yorkshire and the East and West Midlands, with eight regional offices employing over 600 people.

We have ambitious growth plans and are looking for passionate individuals to help us achieve them. Our mission is to provide affordable yet aspirational homes to our communities, ensuring that new homes are accessible and attainable for all with a product suitable for everyone.

Avant Homes are proud to employ local people across our developments and within our regional offices, teamwork is key to everything that we do.

We are looking for people who want to be a part of something special, so why not start the foundations and build your career with us today?

Due to continued success and future business growth, we have an exciting opportunity for a Customer Advisor to join our team based at our North East head office in Sunderland.

The Role

Are you organised, analytical and have a good attention to detail? Do you want to be a part of a friendly, driven team? If yes, then look no further, your next career could be with us!

Joining our team as our Customer Advisor, you will be responsible for managing our inbound overflow sales calls for our Avant Homes regions throughout the country. You will be a point of contact for our customers, ensuring messages are recorded precisely in order to gather information on behalf of our regional sales teams.

This role is key to our business, where you will be responsible for providing advice and managing customer expectations whilst also ensuring a first-class customer service is provided at all times.

The successful candidate will be required to work the following shift pattern from 9am – 6pm;

• Shift pattern: Tuesday - Saturday

This shift pattern includes weekend working and cover will also be required on bank holidays.

Key duties and requirements

You will also be responsible for but not limited to;

• Acting as the first point of contact in relation to customer reservations, complaints, and ad hoc enquiries.
• Ensuring the accuracy of all customer details and communication is correctly recorded in relation to the callers’ requirements.
• Ensuring caller enquiries are dealt with proactively, effectively, and efficiently, including liaising with Avant regional businesses.
• Meeting Key Performance Indicator (KPI) targets, and Service Level Agreements (SLA) as set out and agreed in alignment with Avant Homes procedures and standards.
• Populating reports and gathering information for senior management as required.
• Ensuring the Microsoft Dynamics (CRM) and COINS ERP system are updated with notes on each inbound call and voicemail.
• Distributing voicemail messages to the appropriate regional teams as required.
• Ensuring that each inbound call has been followed up by the relevant regional team.
• Managing customer expectations appropriately through clear explanation of processes and call timescales.
• Providing assistance where required in relation to key departmental administration.

Who are we looking for?

The successful Customer Advisor must possess excellent verbal and written communication skills alongside the ability to multitask.

To be considered for this vacancy you must also possess:

• Excellent IT skills including experience of Microsoft Office packages.
• The ability to work independently whilst under pressure within a target driven environment.
• A passion for problem solving.
• Motivation to help customers and provide an excellent customer service.
• Previous experience of customer call handling is desirable.
• A basic understanding of housebuilding is desirable but not essential.

What will you get in return?

• Competitive salary
• Discretionary bonus
• Buy, sell and accrual holiday scheme
• Private Health care
• Company Pension
• Life Assurance
• Other Benefits including our exclusive Avant discount platform

If this sounds like you, join us and be a part of Avant’s future success!

Job Type: Full-time

Benefits:

• Company pension

Work Location: In person

Reference ID: 46627