Customer Care Coordinator

Orbit Group; England; On-site; GBP 27,000 - 36,000; Full time

Job summary

Orbit Group is seeking a Customer Liaison for the Construction Team to provide and maintain communications with customers, both internal and external, and to track contractor performance to ensure issues are resolved within timescales. You will design a customer-focused service to promote excellent experience across dealings with the Construction Team.

This role supports Orbit Homes as it helps build affordable homes in a sustainable way while ensuring high standards of customer care and service

Qualifications

• Excellent communication skills, both written and verbal.
• Proficient in the Microsoft Office suite.
• Experience in delivering customer service.

Responsibilities

• Resolve post-occupation building defects and keep customers informed at all times.
• Design and manage information flow to internal and external customers on time.
• Monitor contractor performance to ensure defects are rectified and signed off.
• Take ownership of initial customer complaints to prevent escalation.
• Identify and implement process improvements to boost efficiency and satisfaction.

Skills

Communication skills

MS Office

Workload management

Data interpretation

Customer service

Job description

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than , people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

The main purpose of this role is to provide and maintain communications, and be the main point of contact, between the Construction Team and our customers, both internally and externally. To track and monitor performance of contractors to ensure that they rectify customer care issues within agreed timescales. To design and deliver a customer focused service to and promote excellent customer experience among our internal and external customers in their dealings with the Construction Team.

This role is part of Orbit Homes where you'll help us to build 5, new affordable homes by in a sustainable way.

What you’ll achieve

• Manage the resolution of all post-occupation building related problems received from our customers and maintain contact with and keep the customers informed at all times
• Design and manage the process to ensure that information required by our internal and external customers are provided to them on time, in particular:Sales information and documentation to the Sales and Marketing Team.Property handover information and documents to Neighbourhood Teams.
• Monitor performance of our contractors in resolving defects to ensure that they are rectified to the satisfaction of the customer and that completed remedial works are formally signed off
• Take ownership of and promptly deal with initial customer complaints in order to stop them escalating into formal complaints
• Constantly identify and implement improvements to the process with the aim of being efficient and increasing customer satisfaction

What you’ll bring

Essential skills

• Excellent communication skills both verbally and written
• Proficient in the application of Microsoft Office suite
• Ability to prioritise and manage own workload
• Ability to interpret data and produce reports
• Previous experience in customer service

Desirable skills

• Experience in a housebuilding environment

Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We’re proud to make a difference to people together. We’re values‑driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

• Online application
• Interview(s)
• Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.