Customer Service Coordinator

Vistry Group PLC; Cambridgeshire and Peterborough, West Lancashire; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Service Coordinator to join their dynamic team in Peterborough. In this pivotal role, you will be the point of contact for customers, ensuring their concerns are addressed promptly and efficiently. Your ability to handle complaints and maintain strong relationships with subcontractors will be key to delivering exceptional service. With a competitive salary and a range of benefits including generous annual leave and a car scheme, this position offers a fantastic opportunity to make a real impact in a supportive environment. Join a company that values integrity, caring, and quality, and help shape communities through your contributions.

Benefits

Annual Bonus

Salary Sacrifice Car Scheme

Up to 39 Days Annual Leave

Private Medical Insurance

Enhanced Parental Leave

Competitive Pension Scheme

Life Assurance

Employee Rewards Portal

Qualifications

• Experience in a fast-paced customer service environment.
• Ability to handle complaints and difficult situations effectively.

Responsibilities

• Liaise with customers and subcontractors to resolve service issues.
• Ensure customer service cases are completed within SLAs.
• Maintain up-to-date records in the database system.

Skills

Customer Service

Microsoft Office

Complaint Handling

Planning and Organisation

Problem Solving

Communication Skills

Teamwork

Education

5 GCSEs including Maths & English

Customer Service Qualification

Tools

Microsoft Excel

Microsoft Outlook

Job description

Role Overview

In a Nutshell…

We have a fantastic opportunity for a Customer Service Coordinator to join our team within VistryEast Anglia, at our Peterborough 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.

Let’s cut to the chase, what’s in it for you…

• 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…

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 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

Desirable…

• 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

More about the Customer Service Coordinator role…

• 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 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.

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 empower us 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.

Join us in making Vistry.

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