Customer Service Coordinator

Vistry Group PLC; Exeter; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive pension scheme through?—we

Annual bonus

Up to 39 days annual leave plus bank

2 volunteering days per year

Private medical insurance

Enhanced maternity/paternity/adoption

Life assurance at 4x salary

Share save and incentive schemes

Christmas company shutdown

Employee rewards portal

Job summary

Vistry Group PLC is seeking a Customer Service Coordinator to join our Exeter team. You will liaise with customers, partners, technicians and subcontractors to close service cases within SLA, handling enquiries by phone or email and appointing contractors for snagging or defects.

We value collaboration and offer flexible working options where possible. The role requires strong communication, planning, and problem solving to ensure a smooth customer journey.

Qualifications

• Experience in fast-paced customer service environments.
• Excellent communication and listening skills.
• Ability to manage multiple tasks to meet SLAs.

Responsibilities

• Deal with customer service matters received by email or phone, and address issues promptly and organisedly in line with SLA.
• Issue instructions to sub-contractors and follow up to ensure prompt resolution.
• Follow up all outstanding remedial works and take action to ensure works are completed within 28 days.
• Deliver excellent customer service with empathy to ensure a positive journey for customers.
• Communicate effectively with internal departments and build strong working relationships.
• Carry out general administrative duties and keep the database up to date.

Skills

Communication skills

Team working

Organisational skills

Problem solving

Customer service mindset

Education

GCSEs including Maths & English

Tools

Microsoft Office

Excel

Outlook

Job description

In a Nutshell…

We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry Cornwall South West, at our Exeter 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.

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
• Up to 39 days annual leave plus bank holidays
• 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
• 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
• 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 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.

Join us in making Vistry.