Customer Care Coordinator

Fawkes & Reece London; Willenhall; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

Pension scheme

Life assurance

Annual bonus scheme

Job summary

A busy house builder is seeking a Customer Care Coordinator to join their Customer Care team and deliver customer excellence to new build homeowners during the defect period.

You will work with the Customer Care Manager to provide a professional service, coordinate remedial works, update plot files and communicate with purchasers, subcontractors and third parties to ensure timely, quality responses throughout the warranty.

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.
• 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

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

Job description

Customer Care Coordinator

A busy 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.

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. in a timely and professional manner.

Responsibilities for a Customer Care Coordinator

• 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

Requirements for a Customer Care Coordinator

• 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 for a Customer Care Coordinator

• Competitive salary


• Medical insurance


• Pension scheme


• Life assurance


• Annual bonus scheme