Customer Service Coordinator

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

Benefits offered by this job

Private medical insurance

Up to 39 days annual leave inc. bankH

Enhanced maternity, paternity and adop

Pension salary sacrifice

Life assurance 4 x salary

Share save and share incentive schemes

Christmas company shutdown

Employee rewards portal

Job summary

Vistry Group PLC is recruiting a Customer Service Coordinator for its Solihull office. You will liaise with customers, partners, technicians and subcontractors to complete service cases efficiently and within SLA. The role supports flexible working while prioritising in-person collaboration when needed.

The ideal candidate has experience in fast-paced customer service, appointment coordination for technicians, and strong Microsoft Office skills. Health, pension and other benefits are provided.

Qualifications

• Previous experience working within a fast-paced customer service role.
• Proven experience in coordination of appointments and diary schedules for Technicians/Engineers.
• Excellent communications skills.
• Experience working for a residential house builder ideally within the customer facing environment.
• An understanding of building regulations and legal obligations.
• Good planning and organisation skills.
• Problem solving and decision-making abilities.
• A polite, tactful, and assertive attitude.
• Teamworking and collaboration skills.

Responsibilities

• Deal with customer service matters received by email or phone, addressing issues promptly and in line with SLA to ensure a positive journey.
• Issue instructions to Sub-contractors and follow up to ensure prompt resolution.
• Follow up all outstanding remedial works and ensure works are completed within a 28-day period where possible.
• Deliver excellent customer service with empathy and understanding for customers.
• Communicate effectively with internal departments and build strong working relationships as part of the team.
• Carry out general administrative duties and keep the database up to date.

Skills

Customer service

Coordination of appointments

Diary management

Planning & organisation

Handling complaints

Communication skills

Teamwork

Calm under pressure

Problem solving

Tools

Microsoft Office

Excel

Outlook

Job description

We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry South West Midlands, at our office in Solihull, West Midlands. 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
• Up to 39 days annual leave plus bank holidays
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave
• 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 customer service role
• Proven experience in coordination of appointments and diary schedules for Technicians / Engineers
• 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
• Experience working for a residential house builder ideally within the customer facing environment
• An understanding of building regulations and legal obligations

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.

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.