Customer Liaison Assistant x2 inEdinburgh inEdinburgh PUBLISHED 28 APR 2024

Competitive Salary & Discretionary Bonus & Holidays (Buy, Sell and Accrual Scheme) & Company Pension & Private Healthcare & Life Assurance + Benefits


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 two Customer Liaison Assistant’s to join our customer service team based in Edinburgh, Scotland.



The Role



Are you organised, customer focused and possess excellent administration skills?



Do you have experience of complaint handling within a customer service environment?



If the answer is yes, then look no further, your next career could be with us!


This is an exciting role and opportunity for a customer service driven individual who will be responsible for daily liaison with our customers over the phone, answering queries, trouble shooting and offering solutions, whilst offering the fantastic service that our clients have come to expect.


Key Duties And Requirements


Joining the team as Customer Liaison Assistant, you will be responsible for but not limited to;

• Ensuring all calls and emails received into the department are managed appropriately and issues are logged onto our ERP system, COINS.
• Taking ownership of queries, resolving non-complex issues yourself and escalating more complex issues to your Head of Customer Service.
• Liaise between Site Management teams, Customer Care Technicians and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with the company's stated Service Level Agreements.
• Maintaining reasonable timescales for customers for any remediation works and ensuring that customers are kept informed throughout any process taking place in their home.
• Providing administrative support to the Customer Service Department.
• Checking invoices and forwarding for payment.
• Preparing, collating, and providing defect reports.
  
  

Who are we looking for?


To be successful as our Customer Liaison Assistant, you will possess strong administration skills along with the knowledge and application of Microsoft Office, including Word and Excel alongside the ability to think logically, have a creative 'can do’ approach to trouble shooting and the ability to work well under pressure. Previous experience of working within a customer service based role for a housebuilder, is essential.

You will also need to be highly organised and possess the following;

• Ability to work under own initiative and manage time effectively, especially in a fast-paced customer service environment.
• Experience of working within a complaint’s environment previously with a key focus on customer experience.
• Flexible and adaptable to changing requirements.
• Good verbal and written communication.
• A basic understanding of Customer Service.
• Numerical and Literacy skills.
• Previous housebuilder experience - essential
  
  

What will you get in return?

• 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!