Customer Care Coordinator

Fawkes & Reece; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading housing developer in London seeks a Customer Care Coordinator to deliver exceptional service to homeowners during their defect period. You will manage communications, coordinate remedial works, and ensure high customer satisfaction. Ideally, you have experience in customer care within housebuilding and excellent communication skills. The role offers a competitive salary and a bonus scheme of up to 10%.

Benefits

Competitive salary

Annual Bonus scheme up to 10%

Opportunity to work with leading housebuilders

Qualifications

• Experience within the Customer Care/service team in house building or social housing.
• Track record of high customer satisfaction.
• Ability to multitask and work under pressure.

Responsibilities

• Update plot files and ensure communication with all parties.
• Issue instructions to Sub-contractors and follow up on outstanding works.
• Log defects identified during customer visits.

Skills

Customer service experience

Time management

Communication skills

Pro-active approach

Tools

Bespoke IT systems

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.