Customer Service Coordinator

Vistry Group; Cheltenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Coordinator to enhance the customer experience at their Cheltenham office. This role involves managing customer inquiries and concerns, ensuring timely communication and resolution. The ideal candidate will possess strong organizational and communication skills, along with a commitment to integrity and quality. Join a forward-thinking company that values its employees and offers a range of benefits, including competitive salary, generous leave, and opportunities for professional growth. Be part of a team that is committed to building sustainable communities and making a positive impact.

Benefits

Annual bonus

Salary sacrifice car scheme

Up to 39 days annual leave

Private medical insurance

Enhanced maternity and paternity leave

Competitive pension scheme

Life assurance

Employee rewards portal

Qualifications

• Experience in a customer service role, ideally in a residential environment.
• Strong understanding of customer journey management and complaint handling.

Responsibilities

• Coordinate customer concerns and ensure timely responses.
• Maintain accurate records of customer interactions and follow up on issues.
• Collaborate with the Customer Service Manager on large-scale projects.

Skills

Customer Service

Microsoft Office

Communication Skills

Problem Solving

Organizational Skills

Education

5 GCSEs including Maths & English

NVQ levels 3 & 4 in customer services

Job description

We have a great opportunity for a Customer Service Coordinator to join our team within Vistry West, at our Cheltenham office. As our Customer Service Coordinator, you will be responsible for dealing with customer concerns received by telephone or written communication and co-ordinate and administer all activities in a timely and professional manner, delivering the Vistry commitment to the customer journey.

Let’s explore 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, we expect you to:

• Behave in line with our company values – Integrity, Caring, and Quality
• Have 5 GCSEs or equivalent including Maths & English
• Previous experience working within a similar environment
• Good understanding of Microsoft Office, Excel, Outlook
• Ability to handle complaints and difficult situations
• Good planning and organizational skills
• Problem solving and decision-making skills
• A polite, tactful, and assertive attitude
• Patience and calmness under pressure
• Excellent communication skills
• Good team working skills

Desirable qualifications and experience include:

• NVQ levels 3 & 4 in customer services
• Experience working for a residential house builder, ideally within a customer-facing environment
• Good understanding of building regulations and legal obligations

Key responsibilities include:

• Keeping purchaser’s plot file information up to date
• Updating purchasers, Customer Service Manager, and Subcontractors regularly
• Recording receipt of all purchaser’s correspondence and responding within 5 working days
• Recording receipt of all purchaser’s telephone calls and returning courtesy calls on the same day
• Issuing instructions to Sub-contractors
• Monitoring and updating NHBC claims if appropriate
• Assisting with cost monitoring
• Following up on all outstanding remedial works to ensure completion within 28 days
• Recording customer visits and logging defects
• Carrying out calls related to the customer journey
• Maintaining data systems
• Performing general administrative duties
• Collaborating with the Customer Service Manager on large-scale works
• Producing job sheets for sub-contractors
• Chasing sub-contractors to meet target dates
• Issuing contra charge notifications to sub-contractors

About us:

We build more than homes; we’re making Vistry. As a responsible developer and award-winning employer, we live by our ethos of doing the right thing. Our behaviours reflect our values of integrity, caring, and quality. We are committed to developing sustainable communities across affordable and private housing, working in a partnership-led way with brands like Bovis Homes, Linden Homes, and Countryside Homes. Vistry is a UK Green Building Council member, a top five housebuilder, and has received numerous awards including Top Employer and Global Top Inspiring Workplaces. Join us in making Vistry.