Customer Service Coordinator

Customer Services Coordinator

A regional house builder who deliver bespoke new homes have a requirement for an experienced Customer Services Coordinator to join their Customer Care team delivering customer excellence to new build home owners managing their defect period.

Working closely with the Customer Services Manager you will be responsible for delivering a professional service to our customers throughout their two year warranty period dealing with customer concerns received by telephone or written communication, coordinating remedial works and appointing contractors to deal with any snagging or defects that arise in their homes, in a timely and professional manner. You'll be working out of their head office based in the East Midlands.

Customer Services Coordinator duties and responsibilities:

• To be responsible for the daily management and administration relating to all customer issues and escalation of customer complaints, taking ownership until satisfactory resolutions are attained.
• Working closely with the Customer Service Manager to collate management information and data for analysis.
• Monitor own email inbox and the customer service departments email inbox
• Record the outcome all telephone calls, and emails from customers and contractors
• Monitor customer and issue handling through reporting and ensuring all records are updated to provide accurate information on reports
• To coordinate the scheduling of the Customer Service operations diaries
• To ensure the correct allocation of works; to the carried out, prior to attendance, and ensure materials are available in store and on site as required
• Process PO's invoices and undertake any contra-charging process
• Manage the work of contractors and report inadequate contractor outcomes to the Customer Service Manager
• Maintain reasonable timescales for customers for any remediation works and ensure that customer is kept informed throughout any process taking place in their home
• Address unsuccessful or inadequate remediation of customer issues
• To ensure out of hours services, and reporting work effectively
• Maintain complaint spreadsheets and provide weekly updates to the management team
• Acknowledge and correspond with complaints within agreed timeframes
• To ensure surveys and reports from external bodies, including contractors are maintained
• Be professional with internal, external staff and customers

Key experience required:

• Experience within a Customer Services role with a house building or property company.
• Track record of achieving & sustaining high customer satisfaction results.
• Good time management, ability to multitask, organise workload and work within a pressurised environment.
• Knowledge of warranty provider requirements.
• Pro-active approach with the ability to work independently and as part of a team.
• Excellent written and verbal communication skills - engaging with customers, subcontractors and third parties
• IT literate and comfortable working within bespoke IT systems

What's on offer?

• 29k + 5% bonus
• 25 days holiday + bank holidays
• 4% pension contribution + salary sacrifice scheme
• Flexible working pattern
• x2 Life assurance
• Access to EAP line

If you are interested in the Customer Services Coordinator role and would like to apply, please contact Maisie Wane at Fawkes & Reece, or apply via the link below.