Customer Service Coordinator

Overview

Liaise with customers, partners, and contractors to resolve service cases promptly.

Key Responsibilities

• sub‑contractor coordination
• remedial follow‑up
• database management
• sla management
• kpi monitoring
• safety compliance

Tasks

We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry South Central Midlands, at our Marston Green office in Birmingham. As our Customer Service Coordinator, you will liaise with customers, partners, technicians and subcontractors to ensure the completion of customer service cases within a timely manner and within SLA. You will be dealing with customer concerns received by telephone or email, appointing contractors to deal with any snagging or defects that arise in our homes. -Issue instructions to Sub-contractors and follow up to ensure prompt resolution. -To follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28-day period. -Carry out general administrative duties, ensuring our database system up to date at all times. -To deliver an excellent customer service, understanding and empathy to our customers to ensure a positive customer journey. -To deal with customer service matters received be email or phone, and address customer issues in a prompt and organised way and in line with SLA’s to ensure a positive customer journey. -Ensure all Customer Service KPI’s are in line with company guidelines. -Maintain an awareness of the company Health and Safety requirements and ensure these are adhered to at all times.

Requirements

• problem solving
• communication
• microsoft office
• building regulations
• customer facing
• fast-paced

What You Bring

-Previous experience working within a fast-paced similar environment -Problem solving and decision-making skills -Excellent communications skills -Experience working for a residential house builder ideally within the customer facing environment -Good understanding of Microsoft Office, Excel, Outlook -Ability to handle complaints and difficult situations -Good planning and organisation skills -An understanding of building regulations and legal obligations. -Patience and calmness under pressure -To communicate effectively and regularly with internal departments and form excellent working relationships as part of the larger team.

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Benefits

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated. -Share save and share incentive schemes -2 Volunteering days per annum -Competitive pension scheme through salary sacrifice -Salary sacrifice car scheme available to all employees -Enhanced maternity, paternity and adoption leave -Private medical insurance, with employee paid cover -Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service -Employee rewards portal with many more benefits… -Competitive basic salary and annual bonus -Life assurance at 4 x your annual salary

About Vistry Group

-Launched following the merger of Bovis Homes and Galliford Try’s housing arm in January 2020. -Operates three retail brands—Bovis Homes, Linden Homes, Countryside Homes—and a B2B Partnerships arm. -Known for timber-frame manufacturing via Vistry Works, boosting quality, speed, and carbon performance. -Typical projects include mixed-tenure neighbourhoods with schools, parks, orchards, and community facilities. -Completed major schemes like Meridian Water regeneration and Countryside Partnerships integration in 2022.

Sector Specialisms