Customer Service Coordinator

Vistry Group PLC; Reading; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in the housing sector is seeking a Customer Service Coordinator to manage customer interactions and ensure timely resolution of service issues. The role requires excellent communication skills, problem-solving abilities, and a commitment to customer satisfaction. You'll work closely with various stakeholders to deliver exceptional service and maintain high standards.

Benefits

Competitive basic salary and annual bonus

Salary sacrifice car scheme

Up to 33 days annual leave

Private medical insurance

Competitive pension scheme

Life assurance at 4 x annual salary

Employee rewards portal

Qualifications

• Previous experience in a fast-paced environment.
• Ability to handle complaints and difficult situations.

Responsibilities

• Liaise with customers and subcontractors to resolve service cases.
• Ensure customer service KPIs are met.
• Administer and maintain database systems.

Skills

Communication

Problem Solving

Planning and Organisation

Patience

Team Working

Education

5 GCSEs including Maths & English

Customer Service qualification

Tools

Microsoft Office

Excel

Outlook

Job description

Role Overview

In a Nutshell…

We have a fantastic opportunity for a Customer Service Coordinator to join our team within Vistry Thames Valley, at our Reading 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.

This is a Fixed Term Contract for 12 months, covering Maternity Leave.

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
• 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 communication skills
• Good team working skills
• A commitment to work as required to meet the needs of the business

Desirable…

• 5 GCSEs 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 promptly and in line with SLAs to ensure a positive customer journey.
• Issue instructions to subcontractors and follow up to ensure prompt resolution.
• Follow up on all outstanding remedial works and take appropriate action to ensure works are completed within a 28-day period wherever possible.
• Deliver excellent customer service with understanding and empathy to ensure a positive customer journey.
• 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 is up to date at all times.
• Ensure all Customer Service KPI’s are in line with company guidelines.
• Maintain 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 recognize 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, a top five UK 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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