Customer Service Co-Ordinator

Vistry Group PLC; West Midlands Combined Authority; On-site; GBP 25,000 - 32,000; Full time

Job summary

A leading company is seeking a Customer Service Coordinator to enhance customer experiences within their West Midlands location. This role involves effectively managing customer service cases, liaising with various stakeholders, and ensuring adherence to service level agreements. The ideal candidate will exhibit strong communication skills and the ability to handle customer concerns with patience and professionalism. Competitive salary and extensive benefits are offered, underscoring the company's commitment to valuing its employees.

Benefits

Competitive basic salary and annual bonus

Salary sacrifice car scheme

Up to 33 days annual leave plus holidays

Private medical insurance

Enhanced maternity, paternity and adoption leave

Competitive pension scheme through salary sacrifice

Life assurance at 4 x your annual salary

Employee rewards portal

Qualifications

• Previous experience in a fast-paced customer service environment.
• Ability to handle complaints and difficult situations.
• Good understanding of Microsoft Office.

Responsibilities

• Manage customer service cases and ensure completion within SLAs.
• Liaise with subcontractors for snagging or defects.
• Issue instructions to subcontractors and follow up on resolutions.

Skills

Problem solving

Communication

Planning and organisation

Patience

Calmness under pressure

Team working

Decision making

Education

5 GCSEs or equivalent including Maths & English

Customer Service qualification

Tools

Microsoft Office

Excel

Outlook

Job description

Role Overview

In a Nutshell…

We have a fantastic opportunity for a Customer Service Coordinator to join our team within Vistry South West Midlands at our Coleshill Office. As our Customer Service Coordinator, you will liaise with customers, partners, technicians and subcontractors to ensure the completion of customer service cases within a timely manner and within SLA. You will be dealing with customer concerns received by telephone or email, appointing contractors to deal with any snagging or defects that arise in our homes.

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

Let’s cut to the chase, what’s in it for you…

• Competitive basic salary and annual bonus
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave (remove if FTC)
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits…

In return, what we would like from you…

• Behave in line with our company values – Integrity, Caring and Quality
• Previous experience working within a fast-paced similar environment
• Good understanding of Microsoft Office, Excel, Outlook
• Ability to handle complaints and difficult situations
• Patience and calmness under pressure
• Good planning and organisation skills
• Problem solving and decision-making skills
• A polite, tactful, and assertive attitude
• Excellent communications skills
• Good team working skills
• A commitment to work as required to meet the needs of the business

Desirable…

• 5 GCSE’s or equivalent including Maths & English
• A Customer Service qualification
• Experience working for a residential house builder ideally within the customer facing environment
• An understanding of building regulations and legal obligations
• A good understanding of written English Grammar

More about the Customer Service Coordinator role…

• To deal with customer service matters received be email or phone, and address customer issues in a prompt and organised way and in line with SLAs to ensure a positive customer journey.
• Issue instructions to Sub-contractors and follow up to ensure prompt resolution.
• To follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28-day period.
• To deliver an excellent customer service, understanding and empathy to our customers to ensure a positive customer journey.
• To communicate effectively and regularly with internal departments and form excellent working relationships as part of the larger team.
• Carry out general administrative duties, ensuring our database system up to date at all times.
• Ensure all Customer Service KPI’s are in line with company guidelines.
• Maintain an awareness of the company Health and Safety requirements and ensure these are adhered to at all times.

Finally, let’s tell you a bit more about us…

We build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empowerus to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation,and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach.

Join us in making Vistry.

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