Customer Care Coordinator

Description

Working closely with the Customer Care Manager you will be responsible for delivering a professional, front facing service to their customers throughout their 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.

• Ensuring all parties involved (Purchasers, Customer Care Manager and Subcontractors) are kept up to date with works being carried out and scheduled dates
• Reporting on a regular basis on numbers of defects outstanding
• Keep data system up to date at all times
• Carry out all necessary calls in relation to the customer journey
• Updating plot files
• Work directly with Director for Customer Services to assist in the management of large scale works.
• Record dates of customer visits and log all defects identified
• Issue instructions to Sub-contractors
• Follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within timescales
• Gaining a rapport with sub-contractors
• Record all communication and respond within departmental timescales
• Work closely with the Housing Associations and Employers Agents dealing with End of year defects
• Carry out general administrative duties.

Requirements

A large Housing Developer have a requirement for a Customer Care Coordinator to join their Customer Care team delivering excellent customer service to homeowners, managing their defect period.

• Pro-active approach with the ability to work independently and as part of a team.
• Experience within the Customer Care/service team with a house building or social housing company.
• Excellent written and verbal communication skills - engaging with customers, subcontractors and third parties
• IT literate and comfortable working within bespoke IT systems
• 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 NHBC and other warranty provider requirements.

Benefits

• Annual Bonus scheme up to 10% of basic salary
• The Opportunity to work with one of the UK’s leading housebuilders
• Competitive salary

Training + Development

Interview process

Visa Sponsorship

Security clearance