Customer Service Coordinator

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

Job summary

An established industry player is seeking a Customer Service Coordinator to enhance the customer journey. In this role, you will manage customer concerns and ensure timely communication with all stakeholders. You will be part of a team that values integrity, caring, and quality while building sustainable communities. This position offers a competitive salary, generous leave, and additional perks, making it an excellent opportunity for those passionate about customer service and community development. Join a forward-thinking company dedicated to making a positive impact in the housing sector.

Benefits

Competitive salary

Annual bonus

Salary sacrifice car scheme

Up to 39 days annual leave

Private medical insurance

Enhanced parental leave

Pension scheme

Life assurance

Employee rewards portal

Volunteering days

Qualifications

• 5 GCSEs or equivalent including Maths & English required.
• Experience in a customer service environment is essential.
• Good understanding of building regulations is desirable.

Responsibilities

• Handle customer concerns via phone and written communication.
• Coordinate and administer activities to ensure customer satisfaction.
• Keep data systems and purchaser's plot files up to date.

Skills

Customer Service Experience

Microsoft Office

Communication Skills

Planning and Organization

Problem Solving

Patience under Pressure

Education

5 GCSEs including Maths & English

NVQ Levels 3 & 4 in Customer Services

Tools

Microsoft Excel

Microsoft Outlook

Job description

Role Overview

In a Nutshell…

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 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
• 5 GCSE’s 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 organisations skills
• Problem solving and decision making skills
• A polite, tactful and assertive attitude
• Patience and calmness under pressure
• Excellent communications skills
• Good team working skills

Desirable –

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

More about the Customer Service Coordinator role…

• Keep purchaser’s plot file information up to date.
• Keep purchasers, Customer Service Manager, and Subcontractors up to date at all times as appropriate.
• Record receipt of all purchaser’s correspondence and respond within 5 working days.
• Record receipt of all purchaser’s telephone calls and return a courtesy call on the same day.
• Issue instructions to Sub-contractors.
• Monitor and update NHBC claims if appropriate.
• Assist cost monitoring.
• Follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28 day period.
• Record dates of customer visits and log all defects identified.
• Carry out all necessary calls in relation to the customer journey.
• Keep data system up to date at all times.
• Carry out general administrative duties.
• Work directly with Customer Service Manager to assist management of large scale works.
• Produce accurate and timely job sheets for sub-contractors.
• Chase sub-contractors as appropriate to ensure target dates are met.
• Issue contra charge notifications to sub-contractors.

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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