Customer Care Coordinator: Homeowners Defect Resolution

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 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.