Customer Experience & Aftercare Coordinator

untypical; Bedford; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Enhanced Company Pension Scheme

26 days holiday with additional bank +

Holiday Buy Scheme

Life Assurance

Employee Assistance Programme

Job summary

uttypical, a customer-focused housebuilder, is seeking a Customer Services Co-ordinator to join the Eastern Regional team, based from our Bedford Office. The role aims to provide a professional, positive and enthusiastic service to customers.

Key duties include planning and prioritising workload, delivering an excellent customer journey, managing defects, and supporting continuous improvement in customer satisfaction ratings.

Qualifications

• Provide professional and enthusiastic customer service to customers.
• Plan, prioritise and organise workload daily.
• Track SLA’s and report to Customer Care Manager

Responsibilities

• Plan, prioritise and organise workload daily.
• Provide an excellent Customer Journey process – Including courtesy calls, site progress and customer satisfaction
• Being responsible for ensuring defects are attended to in a reasonable timescale
• Promote a culture of cost control and recovery on site through specification of works and adherence to contract charge procedures
• Specify remedial works, allocate appropriate subcontractors and supervise this up to completion
• Prepare and submit progress reports to the Customer Care Manager
• Support in new ideas/ procedure to improve the quality of after care service in line with the Tilia Homes Customer Journey.
• Track SLA’s and report to Senior Coordinator & Customer Care Manager.
• Help continuous improvement in customer satisfaction ratings

Skills

Customer service

Organisation

Communication

Job description

uttypical, a customer-focused housebuilder, is seeking a Customer Services Co-ordinator to join the Eastern Regional team, based from our Bedford Office. The role aims to provide a professional, positive and enthusiastic service to customers.

Key duties include planning and prioritising workload, delivering an excellent customer journey, managing defects, and supporting continuous improvement in customer satisfaction ratings.