Customer Care Coordinator

Fawkes & Reece London; Stonehill Green; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading housing developer in Stonehill Green is looking for a Customer Care Coordinator to enhance customer satisfaction during the defect period. This role involves managing communications with homeowners, coordinating remedial works, and maintaining accurate records of customer interactions. Ideal candidates will have experience in customer service within the housing sector, excellent communication skills, and the ability to multitask in a fast-paced environment. Competitive salary and bonus scheme offered.

Benefits

Competitive salary

Annual bonus scheme up to 10% of basic salary

Opportunity to work with a leading housebuilder

Qualifications

• Experience within the Customer Care/service team with house building or social housing companies.
• Track record of achieving high customer satisfaction.
• Good multitasking and organizational skills.

Responsibilities

• Deliver a professional, front facing service to customers.
• Manage customer concerns through phone and written communication.
• Coordinate remedial works and appoint contractors as needed.
• Update plot files and communicate with involved parties.
• Keep data systems updated and report on defect counts.

Skills

Customer service experience

Time management

Pro-active approach

Communication skills

IT literacy

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.