Customer Support Coordinator

Kenna Recruitment Ltd; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading housebuilder in Milton Keynes is seeking an experienced Customer Service Coordinator. The role involves managing customer issues, coordinating resources, and ensuring high service standards. Ideal candidates will have strong communication skills and experience in the housebuilding industry.

Qualifications

• Experience in the housebuilding industry.
• Face-to-face customer service experience.

Responsibilities

• Manage administration of customer issues and log inquiries.
• Coordinate scheduling of Customer Service Operatives and oversee contractor work.
• Monitor customer issue handling and maintain high service standards.

Skills

Interpersonal Skills

Communication

Customer Service

Initiative

Efficiency

Tools

MS Dynamics

Job description

Kenna Recruitment has a new, exciting opportunity for an experienced Customer Service Coordinator to join one of the UK's leading housebuilders at their stunning Head Office in Milton Keynes.

Overview:

The Customer Support Co-ordinator (CSC) is responsible for the day-to-day management of administration related to all customer issues. This role takes ownership of ongoing customer issues and allocates resources, including Customer Service Operatives and contractors, to undertake work in customers’ homes. CSCs are responsible for collating and managing information and data for analysis and escalation of customer issues where appropriate.

Please note: This is a full-time, office-based role.

Primary Responsibilities

1. Administration of Customer issues:
   • Monitor the Customer Services Inbox.
   • Log all telephone calls, emails, and portal enquiries from Customers in MS Dynamics.
   • Prepare and issue weekly defects and exception reports for each site as directed by the CSM.
   • Liaise with the NHBC claims department as required.
   • Provide feedback to the technical department regarding defective materials, design errors, etc.
   • Ensure all relevant documentation is updated in MS Dynamics and logged on time.
2. Management:
   • Ensure correct allocation of work to the Customer Support team, site teams, and contractors.
   • Allocate NHBC and other inspections as required.
   • Oversee contractor work and report outcomes to the Customer Director.
   • Coordinate scheduling of CSOs and ensure materials are available for remediation.
3. Managing remediation of outstanding issues:
   • Maintain reasonable timescales for customer remediation works and keep customers informed.
   • Escalate and address poor remediation outcomes.
   • Report recurring defects to the CSM.
   • Monitor customer issue handling, maintain high service standards, and follow escalation procedures.
   • Refer complex issues to the CSM.
4. Manage costs:
   • Order materials, process invoices, and undertake contra-charging and payment requests.
   • Ensure data accuracy in line with group protocols.
5. Experience:
   • Ability to work independently, prioritize, and take initiative.
   • Demonstrate efficiency and reliability.
   • Forecast customer issues proactively.
   • Excellent interpersonal, communication, and relationship skills.
   • Face-to-face customer service experience.
   • Experience in the housebuilding industry.

Additional Information

Send me alerts about jobs like this.

Please enter your email address to continue setting up an email alert for similar jobs. By entering your email and clicking apply, you agree to our terms and conditions.