Customer Service Coordinator

jobs24.co.uk; Bristol; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Service Coordinator to join their dynamic team in Bristol. In this role, you will be the vital link between customers, contractors, and internal teams, ensuring that customer service cases are resolved efficiently and within service level agreements. Your excellent communication skills and problem-solving abilities will be key in delivering a positive customer experience. This position offers a supportive work environment where your contributions will be valued, and you will have the opportunity to grow within a company that prioritizes customer satisfaction and employee well-being.

Benefits

Competitive salary and annual bonus

Salary sacrifice car scheme

Up to 39 days annual leave

2 Volunteering days per annum

Private medical insurance

Enhanced maternity, paternity, and adoption leave

Competitive pension scheme

Life assurance at 4x annual salary

Share save and share incentive schemes

Employee rewards portal

Qualifications

• Experience in a fast-paced customer service environment.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Handle customer service inquiries via phone and email promptly.
• Issue instructions to subcontractors and follow up on resolutions.

Skills

Customer Service

Communication Skills

Problem Solving

Planning and Organisation

Patience

Team Working

Complaint Handling

Education

5 GCSE's including Maths & English

Customer Service qualification

Tools

Microsoft Office

Excel

Outlook

Job description

We have a fantastic opportunity for a Customer Service Coordinator to join our team within Vistry Bristol, at our Clifton 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.

Key Responsibilities:

• To deal with customer service matters received by email or phone, and address customer issues in a prompt and organised way and in line with SLAs 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 is 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.

Minimum Requirements:

• 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 communication skills.
• Good team working skills.
• A commitment to work as required to meet the needs of the business.

Desirable Qualifications:

• 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.

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 4 x your annual salary.
• Share save and share incentive schemes.
• Employee rewards portal with many more benefits.