Customer Care Coordinator

Fawkes & Reece; Lane Head; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading house builder in the United Kingdom is seeking a Customer Care Coordinator to enhance customer satisfaction throughout the warranty period. The role includes managing customer concerns, coordinating remedial works, and ensuring effective communication with all parties. Ideal candidates will have experience in customer care within the construction industry, excellent multitasking abilities, and strong communication skills. Competitive salary and benefits such as medical insurance and a bonus scheme are provided.

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.
• Good time management, ability to multitask, organise workload and work within a pressurised environment.

Responsibilities

• Update plot files ensuring all parties are kept up to date with scheduled works.
• Issue instructions to Sub-contractors for remedial works in a timely manner.
• Carry out general administrative duties assisting in management of large scale works.

Skills

Customer Care experience

High customer satisfaction

Time management

Pro-active approach

Excellent communication skills

IT literate

Job description

Customer Care Coordinator

A 5-Star house builder has a requirement for a Customer Care Coordinator to join their Customer Care team to deliver customer excellence to new build homeowners 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.