Customer Service Coordinator

Vistry Group; Basingstoke; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Annual bonus

Salary sacrifice car scheme

Up to 39 days annual leave

Private medical insurance

Competitive pension

Life assurance

Share save schemes

Employee rewards portal

Job summary

Vistry Group is seeking a Customer Service Coordinator for our Basingstoke site. You will liaise with customers, partners, technicians and subcontractors to close service cases within SLA and ensure timely completion. You will handle complaints by phone or email and appoint contractors for snagging or defects in homes.

We value in-person collaboration and strong team culture, with flexible working where possible. The role offers a competitive salary, annual bonus, and a range of benefits.

Qualifications

• GCSEs including Maths & English (or equivalent)
• Customer service qualification preferred
• Experience in fast-paced customer service environment is expected

Responsibilities

• Handle customer service matters by email or phone and address issues promptly and in line with SLA.
• Issue instructions to sub-contractors and follow up for timely resolution.
• Follow up on outstanding remedial works to complete within 28 days where possible.
• Deliver excellent customer service with empathy to ensure a positive journey.
• Communicate effectively with internal departments and build strong working relationships.
• Carry out general admin tasks and keep the database up to date.
• Ensure Customer Service KPIs align with company guidelines.
• Maintain awareness of Health and Safety requirements and comply at all times.

Skills

Microsoft Office

Excel

Outlook

Complaint handling

Organisational skills

Communication skills

Teamwork

Problem solving

Customer service

Calm under pressure

Education

GCSEs including Maths & English

Customer Service qualification

Tools

Database systems

Job description

We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry Southern, at our Basingstoke 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 39 days annual leave plus bank holidays
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Christmas company shutdown
• 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
• Ability to touch-type

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 SLA's 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.

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 empower us 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.