Customer Service Coordinator

Vistry Group; Coleshill CP; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Car salary sacrifice

Up to 39 days leave

Private medical insurance

Enhanced parental leave

Pension scheme

Life assurance

Share save schemes

Christmas shutdown

Rewards portal

Flexible working

Job summary

Vistry Group in Coleshill, England is seeking a Customer Service Coordinator to liaise with customers, partners, technicians and subcontractors to close service cases within SLA. You will handle enquiries by phone or email, appoint contractors for snagging or defects, and contribute to a positive customer journey.

The role emphasizes collaboration, with some flexible working arrangements. The successful candidate will have strong Microsoft Office skills, excellent communication, and a

Qualifications

• Experience in a customer-facing environment within residential construction is preferred.
• Ability to handle complaints with empathy and professionalism.
• Strong organizational and planning skills to manage multiple cases.

Responsibilities

• Deal with customer service matters received by email or phone and address issues promptly within SLAs.
• Issue instructions to sub-contractors and follow up to ensure prompt resolution.
• Follow up on remedial works and ensure completion within 28 days where possible.
• Deliver excellent customer service with understanding and empathy.
• Communicate effectively with internal departments and build strong working relationships.
• Carry out general administrative duties and keep the database up to date.
• Ensure all Customer Service KPIs align with company guidelines.
• Maintain awareness of Health and Safety requirements.

Skills

Communication skills

Teamwork

Planning & organisation

Problem solving

Calm under pressure

Polite and assertive attitude

Handling complaints

Customer service

Tools

Microsoft Office Suite

Excel

Outlook

Job description

We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry South West Midlands, at our office in Coleshill, North Warwickshire. 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.

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

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 39 days annual leave plus bank holidays
• 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
• Christmas company shutdown
• 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
• Experience working for a residential house builder ideally within the customer facing environment
• 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

More about the Customer Service Coordinator role…

• To deal with customer service matters received be email or phone, and address customer issues in a prompt and organised way and in line with SLA’s 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 empowerus 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.