Customer Experience Administrator

Customer Experience Administrator

Department: Customer Services

Employment Type: Permanent

Location: Taplow, Buckinghamshire

Description

Berkeley Oxford & Chiltern is a proud member of the Berkeley Group, passionate about making a difference and delivering sustainable developments, continuously adapting to improve each development for the communities they serve.

We are committed to working in partnership and collaboration to continue to build fantastic homes in amazing places. No two Berkeley developments are the same and our bespoke approach sets us apart from our competitors. We are constantly evolving and refining as a company to develop some of the most complex sites into successful mixed use developments. We have the skills and know-how to take on a wide range of developments from difficult refurbishments, high rise apartments, large detached properties and even thatched roofs.

At the heart of everything we do is a strong team of people committed to achieving exceptional levels of customer service, delivering high quality homes where vibrant and sustainable communities have been created. Our people and the incredible projects that we deliver are amongst the best reasons that we come to work every day. We work hard and what we do is challenging, but it is hugely meaningful and we have fun together. It is clear that we enjoy what we do, the difference we make to society and we are very proud of the people that make up Berkeley. We have a culture that is rooted in attention to detail, strong communication, and a huge feeling of ownership and pride.

The role Legal, Completions & Property Handover Administration

• Share weekly updates on the legal status of reserved homes, including expected notice and completion dates.
• Prepare and send Serve Notice documents with support from solicitors, Finance, and Directors to ensure deadlines are met.
• Update and circulate proposed completion dates after bi-weekly meetings.
• Register new homes with the out-of-hours emergency service (Davies) before customers move in.
• Work with Royal Mail to activate new addresses and postcodes.
• Upload property certificates to MyHomePlus as homes complete.
• Upload the weekly Site Tracker report to SharePoint.

Customer Experience & Survey Management

• Register completed homes with In-House Research for monthly customer satisfaction surveys.
• Maintain the Net Promoter Score (NPS) prediction and survey results trackers.
• Send monthly reminders to the Customer Services team about upcoming survey contact.
• Produce weekly reports on homes currently in survey and any outstanding defects for Customer Service Coordinators (CSCs).
• Create weekly defect reports by plot for CSCs and the Customer Service Manager.
• Share regular defect updates with Housing Associations.
• Add Housing Association addresses to C360 and update warranty expiry dates after completion.

Reporting & Data Management

• Prepare monthly performance and defect reports for the Customer Experience Director.
• Create and maintain C360 reports to track workload, trends, and performance.
• Keep C360 templates up to date to ensure consistency and accuracy.

Finance & Purchasing Administration

• Review, code, and process supplier and subcontractor invoices in IFS, resolving any queries.
• Raise purchase orders and keep records of payments and contras up to date.
• Prepare monthly timesheets for Customer Service Engineers for submission to Accounts.

General Administration & Team Support

• Maintain parking permit records and liaise with parking control providers.
• Provide administrative support to the Customer Services team, including ordering stationery, PPE, uniforms, handover hampers, and other supplies.
• Record staff sickness and absence and ensure forms are submitted to HR.
• Arrange annual PAT testing for Customer Service Engineers and order equipment or materials as needed.

Experience required Essential

• Strong administrative and organisational skills.
• High level of attention to detail and accuracy when managing data.
• Confident communicator with colleagues, external partners, and customers.
• Able to manage multiple tasks and deadlines in a fast paced environment.
• Proficient in Microsoft Office, including Excel, Outlook, and SharePoint.

Desirable

• Experience using systems such as IFS, C360, or similar CRM/ERP platforms.

Why join us?

• 25 days annual leave, increasing with service to 33 days.
• Health and wellbeing benefits including Private Medical Insurance.
• Lifestyle benefits including access to an online discount platform.
• Berkeley Foundation volunteer day.
• Private pension plan.
• Group life assurance.

The standard default full time working hours in the office are 8am-5pm with core working hours 9am-4pm.

Internal applicants: If you're an internal applicant, please ensure you've informed your line manager of your intention to apply for this position.