Customer Service Coordinator-1

St. Modwen; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job summary

St. Modwen is seeking a dedicated Customer Service Manager to join their team, enhancing the customer experience in residential developments. The role encompasses managing customer interactions, addressing maintenance requests, and upholding quality standards to ensure the company's 5-star builder status is met. Ideal candidates will excel in communication and possess a proactive approach to problem-solving within the property sector.

Qualifications

• Understanding of quality standards to maintain 5-star status.
• Excellent telephone manner and strong communication skills.
• Proactive and flexible approach to work.

Responsibilities

• Manage customer concerns and deliver high-quality service.
• Ensure maintenance requests are addressed and completed timely.
• Act as the first point of contact for customer inquiries.

Skills

Customer service

Communication

Initiative

MS Word

MS Excel

MS Outlook

Job description

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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 the development of customer service standards, policies, and procedures.

Key Accountabilities

• Ensure all activities follow our hierarchy, with ‘Keeping our people safe’ as the first priority. Ensure all activities are properly planned and carried out in line with health and safety policies and procedures. Non-compliance may be investigated according to disciplinary policy.
• Ensure all valid defects and maintenance requests are addressed, organizing completion of works identified at the Handover Meeting within the agreed timescales.
• Support St. Modwen Homes to achieve and maintain the status of a '5 Star Builder.'
• Act as the first point of contact for all calls and enquiries related to the developments.
• Proactively update COINS reports to keep the system current.
• Deliver high-quality, professional customer service via telephone and written communication.
• Seek continuous improvement in customer satisfaction.
• Implement systems and procedures to resolve maintenance requests within agreed timescales.
• Maintain communication with Maintenance Technicians, Site Managers, Contractors, Managing Agents, the Sales Team, and NHBC.
• Allocate work to the Maintenance team within agreed timescales, managing technicians’ diaries.
• Update customers and reporting systems.
• Report issues with defect management.
• Manage customer complaints to reduce escalation.
• Promote and embody the values of St. Modwen.
• Maintain knowledge of and adhere to relevant policies, procedures, legislation, and regulations.

Experience, Skills, and Knowledge Required

• Understanding of quality standards and procedures necessary to achieve and maintain 5-star status.
• Excellent telephone manner.
• Strong verbal and written communication skills.
• Proactive and able to take initiative.
• Flexible approach.
• Competent in MS Word, Excel, and Outlook.
• Experience in the new home environment is beneficial but not essential.