Quality Inspector in Solihull, West Midlands, United Kingdom



Job description

JOB DESCRIPTION - Quality Inspector

Job Title: Quality Inspector

Accountable / Reports to: Customer Service Manager

Direct Reports:

Job Purpose:

To ensure that our homes meet Quality Standards prior to Home Demonstration and Handover. To continually improve the quality of our homes and the customer service experience, with a view to achieving and maintaining 5-star HBF Status.

Scope:

The Quality Inspector are the Champions of Quality within our regions. They ensure that the region delivers a first-class product to our customer. The Quality Inspector support the Customer Service Manager in ensuring our satisfied customers thought out the entire customer journey.

Key Responsibilities:

1. Increase Net Promoter Score (NPS) year on year by increasing promotors and decreasing detractors. This will be achieved by ensuring the region in meets our customer's needs.
2. Responsible for the final quality inspection of the property and ensure any required remedial action is completed prior to demonstration and handover to the customer.
3. Feedback patterns of design/specification issues and following instruction implement changes
4. Build a thorough knowledge of house-types and construction methods
5. Have a knowledge of and ensure alignment with the structural warranty provider policies, Consumer Code, quality standards and our customer charter
6. Be available to deal with the out of hours emergencies.
7. Investigate, inspect and respond to NHBC resolutions and claims.
8. Provide a prompt response to escalated customer issues and complaints. Where necessary, visit the customer personally and agree a plan of action.
9. Represent us at 12-month End-of-Defect Inspections.
10. Keep appraised of Health and Safety updates and comply with the Health & Safety Policy in order to ensure a safe working environment.
11. Provide periodic reports to the business Weekly Customer Service Report and Monthly Board / Group CS Director Report.
12. Champion the customer throughout the regional business, balancing customer needs with business requirements. Provide cases and recommendations for internal change and improvement.
13. Cooperate with the Customer Service Manager and Group Head of Customer Satisfaction to drive continual improvement in people, technology, processes, service and product design and build.
14. Ensure that our CRM system (Marble) is fully utilised and used as required.

Anderselite Ltd operates as both an Employment Agency and Employment Business.
Our non-discrimination policy can be viewed on our website at anderselite.com/non-discrimination-policy

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