Customer Service Coordinator-1

TN United Kingdom; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Manager to enhance customer satisfaction and uphold quality standards. This role involves managing customer inquiries, ensuring compliance with health and safety policies, and proactively addressing maintenance requests. The ideal candidate will possess excellent communication skills and a proactive approach to problem-solving. Join a company committed to creating thriving communities and play a vital role in delivering high-quality service to customers. This is an exciting opportunity to contribute to a team focused on continuous improvement and exceptional service delivery.

Qualifications

• Strong verbal and written communication skills are essential.
• Understanding of quality standards necessary for achieving 5* status.

Responsibilities

• Manage customer concerns and provide exceptional service.
• Ensure all maintenance requests are addressed within agreed timescales.

Skills

Customer Service

Communication Skills

MS Word

MS Excel

MS Outlook

Proactivity

Quality Standards Understanding

Job description

At St. Modwen, we're experts in creating thriving communities, and we're excited to be recruiting for colleagues who are ready to build their future with us.

Job Purpose

Manages customer concerns, strives to provide exceptional customer service, and assists in developing customer service standards, policies, and procedures.

Key Accountabilities

1. Ensure all activities within your role follow our hierarchy, with ‘Keeping our people safe’ as our first priority. Properly plan and carry out all activities in line with the company’s health and safety policies and procedures. Non-compliance, including risking health and safety, may be investigated according to our disciplinary policy.
2. Ensure all valid defects and maintenance requests are addressed, organizing completion of works identified at the Handover Meeting within the agreed timescales.
3. Support St. Modwen Homes in achieving and maintaining the status of a '5 Star Builder'.
4. Act as the first point of contact to handle all calls and enquiries related to the developments.
5. Proactively update COINS reports to keep the system current.
6. Deliver high-quality, professional customer service via telephone and written communication to internal and external customers.
7. Continuously seek to improve customer satisfaction.
8. Implement systems and procedures to ensure maintenance requests from internal and external customers are resolved within agreed timescales.
9. Maintain communication with Maintenance Technicians, Site Managers, Contractors, Managing Agents, the Sales Team, and NHBC.
10. Allocate work to the Maintenance team within agreed timescales, managing the Technicians’ diaries.
11. Update customers and reporting systems regularly.
12. Report issues related to defect management.
13. Manage customer complaints to reduce escalation.
14. Promote and embody the values of St. Modwen.
15. Maintain knowledge of and adhere to relevant Group Policies, Procedures, Legislation, and Regulations.

Experience, Skills, and Knowledge Required

• Understanding of Quality standards and procedures necessary to achieve and maintain 5* status.
• Excellent telephone manner.
• Strong verbal and written communication skills.
• Proactive and able to take initiative.
• Flexible approach.
• Proficient in MS Word, Excel, and Outlook.
• Experience in the New Home environment is beneficial but not essential.

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Created on 26/04/2025 by TN United Kingdom