Finishes and Customer Service Assistant - L&Q - London E15

Our

Finishes and Customer

Service team in

Quadrant Construction

is recruiting a

Finishes and Customer

Services

Assistant.

Working

alongside another

assistant, the role

will support the

Finishes and Customer

Service Managers in

ensuring that L&Q

deliver a high quality

finish on our new

homes.

The role

will be the first point

of contact for both

internal and external

customers and other

stakeholders and so a

customer focussed

attitude is

essential.

Duties

will include placing

work with

subcontractors,

recording defects,

chasing works to

conclusion and

completing and updating

reports.

An

ability to build

relationships with

other parts of L&Q

will be key to the

success of this

role.

We are

looking for a person

who can demonstrate

strong administrative

and stakeholder

management skills

gained in a fast paced

working

environment.

You

should have excellent

organisation and

planning skills and an

ability to use MS

Office packages and

other business systems

to an intermediate

level.

Knowledge of

construction

terminology and

processes would be

desirable.

Additionally, you

must be flexible,

enthusiastic and enjoy

working within a

customer service

setting.

Interviews will be

held on

24 th

August

2016

To be

placed in:
Internal/External

Access

to our full suite of

benefits including 26

days holiday per

year

, annual bonus subject

to group performance,

excellent

Pension

scheme and real

investment in your

personal & career

development. Other

benefits include,

Benenden Healthcare, an

employee assistance

programme and

non-contributory life

assurance.

L&Q

is one of the biggest

house builders in the

country with a target

of building 5,000 homes

a year over the next

ten years. This

includes some of the

largest and most

exciting new build and

regeneration

opportunities in the

country.

We

create homes for a

broad range of

customers in large

scale, complex

residential-led

developments; working

with leading industry

professionals to

realise our twin

objectives of place

making and thoughtfully

designed

homes.

At

L&Q, people are at

the heart of our

business and our

success depends on

employing the best

people and getting the

best from them. This

is why we are committed

to developing our

people. It’s only by

investing in a well

trained and motivated

workforce that we can

continue to prosper and

sustain business

success. For ten years

running we have been

included in the Great

Place to Work

index.

Quadrant

Construction was

established in 2010 as

a wholly owned

subsidiary of L & Q

to provide ‘in-house’

construction expertise,

building homes. This

year we will turnover

approx. GBP 105m across

16 schemes and deliver

over 700 completions

however our group

ambitions for growth

have created

opportunities

throughout the

organisation as we seek

to double this output

over the next 5

years.

Role

title

Finishes and

Customer

Service

Support

Assistant

Date

28/07/2016

Reports

to

Title

Finishes

and Customer

Services

Manager

Version

1

2

DBS

Disclosure

Required:
No

Responsibility

for End

Results

Purpose:
To

provide

relevant

administrative

support to

Finishes

&

Customer

Service

Department

including

acting as the

first point

of contact

for internal

and external

customers and

other

stakeholders.

Key

Responsibilities

/

Deliverables:
Main

Accountabilities

:

List in

order of

priority, the

major

activities or

functions

necessary to

achieve the

job’s end

results.

The

percentage of

time spent on

each of these

should add up

to 100%.

(Maximum 200

characters

per

accountability)

Time

(%)

Undertakes

a range of

administrative

duties and

business

processes in

support of

customer

Service

including

Email

management,

placing work

with

subcontractors,recording

defects ,

chasing works

to conclusion

and

completing

and updating

reports.

Distributing

incoming

correspondence

accurately

and timely.

Manage all

incoming/outgoing

postal

requests,

scanning any

associated

enquiries.

35%

Contribute

to the team’s

achievement

of its

objectives,

whilst

operating in

line with the

L&Q

values and

delivering

excellent

customer

service.

Ensure own

performance

contributes

towards team

objectives

and key

performance

indicators.

Having regard

for Resident

Satisfaction

at all times.

Deal

effectively

with

telephone/email/text/letter

enquiries

taking

ownership of

the issues

raised.

20%

Work

collaboratively

with other

team members.

Having

regular

contact with

a range of

departments

within the

Trust,

handling

queries to a

clearly

defined level

or

effectively

refer to the

relevant

person.

10%

Work

collaboratively

with key

stakeholders

and partners.

May be the

first point

of contact

with the

Trust for

residents and

other

external

parties and

effectively

resolve or

refer queries

following

well defined

procedures

and

policies.

5%

No direct

budget

responsibility,

however

collating and

clearing

invoices for

payment

whilst

ensuring

liabilities

are recorded

10%

Ensure

H&S,

compliance in

respect of

governance

and adherence

to relevant

statutory and

regulatory

provisions.

3%

Maintain

the necessary

relevant

Trust records

and

systems

15%

Manage

risks

associated

with areas

under the

jobholder’s

control.

2%

Financial

Responsibility

:

Enter below

any typical

revenue,

operating or

capital

budgets for

which the

role is

accountable.

–

People

Responsibility

:

Indicate

below the

typical

number of

employees for

which the

role has

supervisory /

management

responsibility.

If the number

varies,

indicate an

average or a

range.

Direct

Reports

Indirect

Reports

Total

Employees

–

–

Please

list below

any

outsourced

service

providers

that are

typically

managed by

the role

(e.g.

payroll), or

any

functional /

project

management

responsibilities

Knowledge,

Skills and

Abilities

Describe

the

knowledge,

skills and

abilities

required for

the

job.

Include

the need for

any academic,

vocational or

professional

qualifications.

1.

Able to

demonstrate

strong

administrative

experiences,

gained in

fast paced

working

environments

–

Essential

2.

Excellent

communication

skills

essential,

able to work

collaboratively

within a team

interacting

with internal

and external

customers

stakeholders

at all levels

–

Essential

3.

Able to

demonstrate

strong

organisational

and planning

skills

working in a

fast paced

and target

driven

environment

–

Essential

4. MS Office

suit –

Essential

. Able to use

simple

business

systems, e.g.

accounting

systems,

office

applications

–

Desirable

5.

Construction

knowledge – a

basic

understanding

of

Construction

terminology

and processes

–

Desirable

L&Q

Success

Factors/Competencies

Define

the specific

behaviour

that lead to

achieving

great

performance

in the

organisation.

Customer

Focus

achieving the

best possible

outcome for

internal and

external

customers

after

understanding

their needs

and

expectations.

Values the

importance of

providing

high quality

customer

service in

achieving

organisational

objectives.

Drive for

Results

work with

energy and

drive to

achieve

objectives

even in the

face of

setbacks and

problems.

Effectively

manages their

workload,

setting

priorities

and

determining

resource

requirements

to deliver

work on

time.

Communicating

and

Influencing

conveys ideas

and

information

effectively

both verbally

and in

writing

adapting

their style

and content

to the

situation and

audience.

Uses a

variety of

techniques to

persuade and

convince

others to

support an

idea or

agenda.

Strategic

Thinking

opportunities

for advancing

the

organisation’s

mission while

maintaining

an awareness

of L&Q’s

business

areas.

Demonstrates

financial

awareness and

a concern for

cost

effectiveness.

Is flexible

in their

approach and

questions

conventional

approaches.

Solution

Focused

informed,

effective and

timely

decisions

considering

the broader

impact of

these.

Generates an

array of

ideas and

solutions to

overcome

problems and

difficulties.

Collaboration

maintains

effective

working

relationships

with

colleagues

and

stakeholders

in order to

achieve

organisational

objectives.

Embraces

diversity by

recognising

others skills

and

perspectives

and

celebrates

individual

and team

successes.

Knowledge

Management

ongoing

commitment to

their

learning and

keeps up to

date with

developments

in their area

of expertise.

Modifies

their

behaviour

based on

experiences

and

constructive

feedback from

others.

Managing

People

L&Q’s

priorities

into

performance

objectives

setting clear

standards

against which

performance

is measured.

Openly and

directly

discusses

performance

issues as

they arise.

Provides

coaching and

feedback to

enhance

performance

and motivate

others.