Customer Care Coordinator

Fawkes & Reece; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading construction company in the UK seeks a Customer Care Coordinator to enhance customer satisfaction for new build home owners. The role involves managing customer concerns during the warranty period, coordinating essential repairs, and ensuring effective communication across departments. The ideal candidate should have experience in customer care within the construction sector, excellent communication skills, and an ability to multitask. The position offers competitive salary and benefits including medical insurance and an annual bonus.

Benefits

Competitive salary

Medical insurance

Pension scheme

Life assurance

Annual bonus scheme

Qualifications

• Experience within the Customer Care function with a major construction or house building company.
• Track record of achieving & sustaining high customer satisfaction results.
• Excellent written and verbal communication skills.

Responsibilities

• Deliver professional service throughout two-year warranty period.
• Coordinate remedial works and appoint contractors for snagging or defects.
• Update plot files and maintain communication with all parties involved.

Skills

Customer satisfaction

Time management

Multitasking

Communication skills

IT literacy

Job description

Customer Care Coordinator

A 5-Star house builder have a requirement for a Customer Care Coordinator to join their Customer Care team to deliver customer excellence to new build home owners managing their defect period.

About the role of a Customer Care Coordinator

Working closely with the Customer Care Manager you will be responsible for delivering a professional service to our customers throughout their two year 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 Service Manager, 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 function with a major construction or house building 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
• Medical insurance
• Pension scheme
• Life assurance
• Annual bonus scheme

If you are interested in the Customer Care Coordinator role and would like to apply, please contact Maisie Wane at Fawkes & Reece, or apply via the link below.