Customer Care Co-ordinator

Description

• Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner.
• Provide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs (a record of minutes or actions arising from a meeting/project) for internal meetings.
• Attend appropriate internal meetings to represent the department and be the voice of the customer, promoting improvements in service delivery across functions.
• Promote and act in accordance with all Group values, systems, policies and procedures.
• Manage customer complaints and resolve legacy issues, where appropriate, efficiently and effectively.
• Liaise between Site Management teams, Customer Care Technicians and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty (or any other warranty provider) and in line with the company’s stated Service Level Agreements.
• Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels.
• Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable.
• Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues.
• Update weekly reports and distribute to relevant personnel.
• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority.
• Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently.
• Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day.
• To fully adhere to the Barratt Redrow standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction.
• Undertake post-completion satisfaction calls to customers.
• Ensure subcontractors and suppliers perform in adherence with our company SLA, and utilise the Contra Charge Process where applicable.
• Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s IT system.

Requirements

• Assertive, tenacious, with an ability to influence others and be resilient to challenging Customer demands.
• Professional, assertive and pleasant manner in dealing with internal and external customers and contacts.
• Self–disciplined, with excellent time management skills and the ability to coordinate a number of priorities.
• Excellent communication skills, both written and verbal.
• Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills.
• Ability to multi-task, and work efficiently and accurately under pressure.
• Previous experience in a demanding and fast paced customer service environment.
• Experience of working in a professional secretarial/administration role.

Benefits

• Competitive Bonus Scheme
• Competitive Salary
• Choice of Flexible Benefits
• 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
• Private Medical Cover - Single Cover
• Enhanced Family Friendly Policies

Training + Development

Interview process

Visa Sponsorship

Security clearance