Customer Service Coordinator

Bovis Homes Group PLC; Wolverhampton; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading home builder in Wolverhampton is seeking a Customer Service Coordinator to enhance customer satisfaction by effectively managing service requests and issues. This role involves liaising with customers, partners, and subcontractors, ensuring timely resolutions while maintaining company standards. Ideal candidates should have strong customer service experience, excellent communication skills, and the ability to handle complaints effectively. The organization promotes a team-oriented culture and supports flexible working arrangements.

Benefits

Competitive salary

Annual bonus

Private medical insurance

Enhanced parental leave

Employee rewards portal

Qualifications

• Experience in a fast-paced similar environment.
• Ability to handle complaints calmly under pressure.
• Excellent communication and team working skills.

Responsibilities

• Handle customer service matters by email or phone.
• Issue instructions to contractors for prompt resolution.
• Ensure all Customer Service KPIs are met.

Skills

Customer service experience

Microsoft Office

Complaint handling

Communication skills

Teamwork

Education

5 GCSE’s or equivalent including Maths & English

Customer Service qualification

Job description

We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry North West Midlands, at our Wolverhampton 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.

Key Responsibilities

• To deal with customer service matters received by 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.

Company Overview

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.

Requirements

• 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

Benefits

• 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 × your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits…