Customer Service Coordinator

Bovis Homes Group PLC; Basingstoke; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading housebuilder is seeking a Customer Service Coordinator for a fixed-term contract in Basingstoke. The role involves managing customer inquiries, liaising with subcontractors, and ensuring timely resolutions to enhance customer satisfaction. Ideal candidates will have strong communication skills and experience in a fast-paced environment. Competitive salary and benefits are offered, including annual leave and private health insurance.

Benefits

Competitive salary

Annual bonus

Private medical insurance

Enhanced parental leave

Employee rewards portal

Pension scheme

Qualifications

• Experience in a fast-paced environment.
• Ability to manage complaints and difficult situations.
• Patience and calmness under pressure.

Responsibilities

• Manage customer service inquiries via email and phone.
• Issue instructions to subcontractors for prompt resolutions.
• Follow up on outstanding remedial works.

Skills

Complaint Handling

Customer Service

Communication Skills

Problem Solving

Organizational Skills

Team Working

Education

5 GCSEs including Maths & English

Customer Service qualification

Tools

Microsoft Office

Job description

We have a fantastic 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.

Responsibilities

• Deal with customer service matters received by 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.
• Follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28‑day period.
• Deliver an excellent customer service, understanding and empathy to our customers to ensure a positive customer journey.
• Communicate effectively and regularly with internal departments and form excellent working relationships as part of the larger team.
• Carry out general administrative duties, always ensuring our database system is up to date.
• 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. By working in a partnership‑led way, we develop sustainable communities across affordable and private housing. We work with our renowned brands Bovis Homes, Linden Homes and Countryside Homes and are proud members of the UK Green Building Council, a top‑five housebuilder and winners of many awards including Top Employer and Global Top Inspiring Workplaces.

Qualifications

• 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
• 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

This is a Fixed Term Contract for 12 months, covering Maternity Leave.

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.

Benefits

• 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
• Competitive pension scheme through salary sacrifice
• Life assurance at 4x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits…