Customer Care Coordinator

Fawkes & Reece; Surrey; On-site; CAD 60,000 - 80,000; Full time

Job summary

A large Housing Developer in Metro Vancouver is seeking a Customer Care Coordinator to deliver excellent customer service to homeowners. You will manage customer concerns and coordinate remedial works throughout their warranty period. The ideal candidate will have a strong customer care background, excellent communication skills, and the ability to multitask in a busy environment. This role includes a competitive salary and annual bonus opportunities.

Benefits

Competitive salary

Annual Bonus scheme up to 10% of basic salary

Opportunity to work with one of the UK's leading housebuilders

Qualifications

• Experience within the Customer Care/service team with a house building or social housing company.
• Track record of achieving & sustaining high customer satisfaction results.
• Good time management, ability to multitask, organize workload and work within a pressurized environment.
• Knowledge of NHBC and other 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.

Responsibilities

• Updating plot files.
• Ensuring all parties involved are kept up to date.
• Record all communication and respond within departmental timescales.
• Issue instructions to subcontractors.
• Follow up on outstanding remedial works.
• Record dates of customer visits and log all defects identified.
• Carry out all necessary calls in relation to the customer journey.
• Keep data system up to date.
• Carry out general administrative duties.
• Work directly with Director for Customer Services.
• Work closely with the Housing Associations and Employers Agents.
• Report on a regular basis on numbers of defects outstanding.
• Gaining a rapport with subcontractors.

Job description

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.

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.

Customer Care Coordinator duties and responsibilities

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

Key experience required

• Experience within the Customer Care/service team with a house building or social housing 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 NHBC and other 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?

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

If you are interested in this position please apply below or reach out to Max Davies at the Fawkes & Reece London Office.