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.
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