Customer Service Coordinator

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

Job summary

An established industry player in social housing is seeking an experienced Customer Service Coordinator to enhance service delivery in Birmingham. In this pivotal role, you will support the Project Support Manager by analyzing customer feedback and trends, ensuring all complaints are resolved efficiently. This permanent position offers competitive salary options, a profit-related bonus, and a comprehensive benefits package including generous leave, private healthcare, and professional development opportunities. Join a dedicated team committed to making a difference in social housing.

Benefits

Motor Expenditure Allowance

Salary Sacrifice Car Lease Option

25 Days Annual Leave + Bank Holidays

Sick Pay

Maternity Leave (26 Weeks Full Pay)

Paternity Leave (8 Weeks Full Pay)

Annual Pay Reviews

Discounted Gym Memberships

Colleague Referral Fee

Private Healthcare and Dental Care

Qualifications

• Experience in a customer service role is essential.
• Strong communication and problem-solving skills are crucial.

Responsibilities

• Engage positively with clients and manage customer inquiries.
• Track complaints through to resolution and analyze feedback.

Skills

Customer Service Experience

Excellent Communication Skills

Problem Solving

Job description

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 solutionsDesirable:• 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.Please apply with your updated CV or contact us at the Recruitment team.Note for Recruitment Agencies: We have an agreed PSL, we do not accept speculative CV’s from agencies. If speculative CVs are sent, no fee will be applicable.