Customer Care Coordinator

Confidential; Birmingham; On-site; GBP 25,000 - 28,000; Full time

Benefits offered by this job

Salary 24,500–28,000 DOE

8am–4pm

Solihull location

Company pension

23 days holiday

Healthy Living Payments

Job summary

Confidential, a Civil Engineering client in the West Midlands, is seeking a Customer Care Coordinator on a 12-month fixed-term contract. Based in Solihull, 8am–4pm, with 23 days holiday and a company pension, you will coordinate defect reports, site activities and maintain strong customer communications.

Role requires excellent customer service, problem-solving, MS Word/Excel proficiency and a clean driving licence.

Qualifications

• Knowledge of basic construction methods.
• Experience in customer care or administration in construction/housebuilding desirable.
• Excellent customer service and ability to handle complaints.
• Strong organisational and prioritisation skills.
• Excellent written and verbal communication.
• Proficient with MS Word and Excel.
• Hold a valid clean driving licence.

Responsibilities

• Record, action and close reported defects efficiently.
• Coordinate works with the operational team.
• Manage daily movement of Customer Care operatives.
• Maintain effective communication with customers to assist in completing works.
• Provide regular updates to Contract Managers on live defects.
• Raise invoices and collate documentation for clients after chargeable works.
• Follow up outstanding works and debt with clients.
• Escalate concerns to the Customer Care Manager.

Skills

Customer service oriented

Problem solving

Organisational skills

Verbal and written communication

Driving licence

Tools

Microsoft Word

Excel

Job description

PSR Solutions are working with a market leading client within the Civil Engineering Sector to recruit a Customer Care Coordinator to Join their team on a 12 Month Fixed Term Contracts. This role with be based in the West Midlands Region and will involve working within Residential groundworks Projects.

Customer Care Coordinator Roles and Responsibilities

• Ensure all reported defects are recorded, actioned and closed out efficiently.
• Accountable for defects received until the job is closed.
• Complete all updates provided by site teams and Customer Care operatives and action as required.
• Plan and coordinate works with the operational team.
• Accountable for the daily movement of Customer Care operatives.
• Maintain effective communication with customers to assist in the completion of works.
• Follow up works effectively to ensure closure.
• Communicate with the Technical team to close out drainage remedial works.
• Update Contract Managers weekly to ensure follow-up on live defects.
• Support Contract Managers with regular updates on outstanding works on live sites.
• Provide regular feedback and communication on ongoing jobs to relevant persons.
• Ensure good working relationships are created and maintained.
• Provide effective communication and support to internal and external stakeholders to enable an efficient and productive service between offices, clients, customers, sites and subcontractors.
• Ensure any concerns, complaints or issues are escalated to the Customer Care Manager.
• Raise invoices, collate supporting documentation and submit these to the relevant client following completion of chargeable works.
• Chase outstanding debt with clients.
• Maintain weekly reports for clients, providing updates on outstanding works.
• Communicate with the Commercial team and follow up on outstanding pricing and defect-related queries.

Customer Care Coordinator Requirements

• Knowledge of basic construction methods.
• Understanding of delivering excellent customer service.
• Previous experience in a customer care, customer service or administration role within the construction, property or housebuilding sector would be desirable.
• Excellent customer service skills and the ability to handle complaints and difficult situations.
• Ability to identify and resolve problems in a timely manner.
• Excellent organisational and prioritisation skills.
• Excellent computer skills, including Microsoft Word and Excel.
• Excellent verbal and written communication skills.
• Clean Driving Licence.

Customer Care Coordinator Benefits

• Salary - 24,500 - 28,000 DOE
• Hours: 8am-4pm
• Based in Solihull
• 23 days holiday excluding bank holiday
• Company pension scheme
• Healthy Living Payments