Customer Care Coordinator

Keepmoat Homes; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading homebuilding company seeks a Customer Care Coordinator to enhance customer service in the West Midlands. The role involves liaising with customers and contractors, ensuring satisfaction, and maintaining effective relationships to uphold the company's 5-star builder status.

Qualifications

• Experience in Customer Care.
• Ability to communicate with various stakeholders.

Responsibilities

• Liaise with customers and contractors to address complaints.
• Ensure materials and labor are ready before starting work.
• Contact customers post-completion to ensure satisfaction.

Skills

Customer Care

Communication

Organizing

Planning

Team Player

Job description

Main purpose of the role

We have an exciting opportunity for a Customer Care Coordinator to join our friendly Customer Care Team in our West Midlands region.

The main purpose of the role is to provide an efficient and effective customer care service, liaising with customers, contractors, site, and management teams whilst maintaining effective working relationships. The successful candidate will manage and continually improve the Customer Service experience for Keepmoat customers to support our ambitions to maintain our 5-star builder status and be a leader in Customer Service in the homebuilding industry.

The duties of the role include (but are not limited to):

1. Liaise with all customers and sub-contractors, site managers, etc., to establish an excellent after-sales/maintenance response to all complaints/queries.
2. Ensure all materials and labour required are available prior to starting works.
3. Ensure the customer care / after-sales image by personally contacting customers after legal completion to ensure the customer is happy and satisfied.
4. Produce all relevant documentation relating to customer care accurately and in a timely manner.
5. Take responsibility for updating the COINS system in a timely and efficient manner to ensure accuracy of the customer database.

HS&S Responsibilities

To take care of your own health and safety and that of others who may be affected by your work and adhere to the Keepmoat Health, Safety, and Sustainability standards.

Skills, knowledge & experience

We are looking for someone who embodies our Keepmoat values: a straightforward and friendly team player with Customer Care experience, who is creative and skilled in organizing and planning within a Customer Care environment. They will be passionate about providing the highest quality customer care, and a collaborative team player, with experience communicating with different stakeholders.

Experience within a similar role in the housebuilding/construction industry would be beneficial but is not essential.