On joining the Berkeley Customer Services Academy you will be provided with 7 weeks intensive training which will cover the following areas:
Customer Service Training
Building upon your existing techniques we will develop your ability to manage customers through the buying process
and deal with any issues that may arise during this time efficiently and effectively.
Introduction to Berkeley
Providing you with knowledge of who we are, what we do, how we do it and most importantly
how and why we stand out from our competitors.
Introduction to Housebuilding
Providing you with a basic knowledge of what is involved in building homes from purchasing land, receiving planning permission
through to the different stages of construction and build.
The Buying Process
Enabling you to understand what is involved in the reservation and purchase of a new Berkeley home,
covering all aspects from legal requirements through, progressing sales, updating customers, assisting them with choosing the finishes for their
new home and finishing with how we handover homes to customers and look after purchasers once they have bought from us.
Health & Safety, Sustainability and our business vision
Providing you with an understanding of our policies and
commitments in these areas.
Customer Service Administration
Covering our internal systems for maintaining customer contact and communication, understanding how the
Customer Service departments operate (including key meetings, timeframes and internal protocol) and other
departments/companies involved within the process - sales teams, management companies etc.
Enabling you to understand and appreciate first hand how sites are constructed, the mix of uses they encompass and the Sales & Marketing Suites
from which we demonstrate and sell to our potential purchasers.
Providing you with the foundations for how and when you will interact with customers, from customer options, through to demonstrating
and handing over a property.
Legal & Financial training
To ensure that you are aware of all aspects a customer needs to prepare for
before they take occupation of their new home.
The Academy training will combine 'classroom' based learning with onsite practical work experience to give you the best possible start to your career with Berkeley.
View the testimonials below to see what some of our past candidates have gained from the Berkeley Customer Service Academy.
After completing the 2015 customer service academy I entered into the Oxford and Chiltern region of Berkeley Homes as a Customer Service Manager. My day to day duties involve interacting with customers, seeing them through their 2 year defects warranty, carrying out home demonstrations and handing over the keys to customers once they have completed. I also carry out quality checks pre completion to ensure we are handing over properties of the highest standard. I work closely with the customer service department, site personnel, customer relations and external stakeholders.
The customer service academy not only taught me how to execute excellent customer service for our purchasers, but also how to build strong relationships with colleagues and sub-contractors, which has been paramount for providing first class customer service to our purchasers. During my training I was exposed to various divisions and regions throughout the Berkeley Group; this has enabled me to bring strengths from other businesses into my own region which has contributed to improving the experience we provide for our purchasers. Working for Berkeley over the past 15 months has been challenging, rewarding and enjoyable and it's wonderful to work for an organisation that values their customers and their staff the way that the Berkeley Group do.
I am currently working at Royal Arsenal Riverside as a Customer Relations Manager. My role is focused on providing customers with service, support and information in the time running up to their home being completed. In 2016, I have handed over some 250 apartments to customers who I have developed a relationship with whilst they waited for their home to be built. I am responsible to all my customers for keeping them informed and use Berkeley MyHomePlus software to do this.
I am currently arranging and hosting meeting with customers; in the UK and overseas to help them to make choices on the interiors of their home. The scale of this activity is some 260 apartments and at the same time, I will oversee 500 units that are due to complete in May 2017. All of this calls for high communication skills on the telephone and of course face to face as well as a high level of personal organisation.
With such a high level of practical activity during the 12 months since I graduated from the Customer Service Academy, and with an increase in resources to deliver such a high volume of business to our customers, I am working towards becoming a Team Leader which has added responsibility and a degree of autonomy to make good decisions that demonstrate how the customer is at the heart of our operations.
I Joined Berkeley Group in September 2015 following a career as a Private Client Stockbroker in London.
Working with HNW Clients for many years has provided me with a solid base for working at Berkeley Group, where we strive to provide outstanding customer service.
My role enables me to use my relationship management skills, to ensure a smooth and personalised service for the purchaser, from exchange of contracts through to the completion of their property.
The Customer Service Academy provided me with an excellent structure to gain an understanding of the Building and Construction business, by not only providing classroom tuition for example, a day's training with the NHBC and talks from departments such as Land, but in addition, having on the job work experience and opportunities to visit all relevant departments within the divisions I would ultimately be working in. Therefore, making the transition from Academy to Division smoother.
The work experience was well structured and thought out by the Senior CRM. The foundation I was provided with at that stage is one which I continue to use daily.