Customer Service Coordinator

Fortem Solutions Ltd; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Fortem Solutions Ltd is seeking an experienced Customer Service Coordinator in Birmingham to support the Project Support Manager. This role involves analyzing customer feedback, managing complaints, and enhancing service delivery within a major social housing contract. The position offers competitive benefits, including a profit-related bonus and substantial annual leave.

Benefits

Competitive salary based on experience with profit related bonus

Motor Expenditure Allowance (£3,500)

Option to opt into Salary sacrifice car lease

25 days annual leave + bank holidays + your birthday off (34 days total)

Sick pay

26 weeks full pay maternity leave

8 weeks full pay paternity leave

Annual pay reviews

Discounted gym memberships

Up to £3,000 colleague referral fee

Life Insurance

Private healthcare and dental care

Cycle to work scheme

Retail and mobile phone provider discounts

Qualifications

• Previous experience in a customer service role.
• Excellent communication skills.
• Proven ability to solve problems and identify effective solutions.

Responsibilities

• Build and maintain positive engagement with clients.
• Manage the customer inbox and escalate issues.
• Ensure all complaints are tracked through to resolution.

Skills

Communication

Problem Solving

Job description

The Role
Due to continued growth and ongoing success, we are seeking an experienced Customer Service Coordinator to join our team based in Birmingham. In this role, you will support the Project Support Manager in analysing the root causes of both compliments and complaints, helping to identify trends that highlight areas of strong performance as well as potential service risks. Your findings will play a key role in strengthening our service delivery and will be shared in meetings with both our internal teams and clients. This is a permanent role and the core working hours are Monday to Friday 8am-4:30pm.

The Project
You will be part of one of Fortem’s largest Social Housing contracts, Birmingham City Council. This is an expanding £50m Repairs & Maintenance, Capital Works and Retrofit contract and the largest social housing contract in Europe. We are responsible for over 22,500 properties in the Birmingham area including low, medium and a significant number of high-rise blocks. This is a fast-paced, focused and dedicated contract which we have been re-awarded 3 times and we are very proud to be able to support this exceptional client.

Essential and Desirable Criteria

Customer Service Coordinator responsibilities include:

• Build and maintain positive engagement with clients and customer groups
• Manage the customer inbox and escalate issues to the relevant person
• Ensure all complaints are tracked through to resolution and logged accurately
• Analyse customer feedback and identify key themes or service gaps
• Coordinate and report on customer satisfaction surveys

Personal Qualities

The Customer Service Coordinator will meet the following criteria:

• Essential: Previous experience in a customer service role, Excellent communication skills, Proven ability to solve problems and identify effective solutions
• Desirable: Experience within the social housing sector

Additional Information

Customer Service Coordinator benefits include:

• Competitive salary based on experience with profit related bonus
• Motor Expenditure Allowance (£3,500)
• Option to opt into Salary sacrifice car lease
• 25 days annual leave + bank holidays + your birthday off (34 days total)
• Sick pay
• 26 weeks full pay maternity leave
• 8 weeks full pay paternity leave
• Annual pay reviews
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System
• Life Insurance
• Private healthcare and dental care
• Cycle to work scheme
• Retail and mobile phone provider discounts

About Us

Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams – Repairs & Maintenance, Capital Works and Retrofit. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters. We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand – whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace. Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way. We are Investors in People – Gold standard, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.