Customer Care Co-ordinator

Description

• Update weekly reports and distribute to relevant personnel.
• Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner.
• Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues.
• Manage customer complaints and resolve legacy issues, where appropriate, efficiently and effectively.
• Promote and act in accordance with all Group values, systems, policies and procedures.
• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority.
• Attend appropriate internal meetings to represent the department and be the voice of the customer, promoting improvements in service delivery across functions.
• 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.
• Undertake post-completion satisfaction calls to customers.
• 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.
• 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.
• 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.
• Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently.
• 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.
• Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day.
• Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable.
• Ensure subcontractors and suppliers perform in adherence with our company SLA, and utilise the Contra Charge Process where applicable.

Requirements

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

Benefits

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

Training + Development

Interview process

Visa Sponsorship

Security clearance