Senior Customer Care Co-ordinator

Thorn Baker Recruitment Ltd; Gillingham; On-site; GBP 30,000 - 34,000; Full time

Job summary

A prominent UK house builder is seeking a Senior Customer Care Coordinator to enhance their busy Construction team. In this role, you will manage customer relations effectively, resolve escalations, and ensure compliance with company policies. The ideal candidate will have strong communication skills and a background in customer care.

Benefits

Employee Benefits Platform

Contributory pension and healthcare

Industry-leading training and progression opportunities

Qualifications

• Previous experience in customer care is necessary.
• Excellent communication and detail-oriented.
• IT literacy with knowledge of Word, Excel, and Outlook is required.

Responsibilities

• Provide support to homeowners in a timely manner.
• Manage customer communications regarding defects.
• Resolve customer escalations and support formal complaints.

Skills

Customer Care Experience

Communication Skills

Attention to Detail

Problem-Solving

IT Literacy

Tools

Word

Excel

Outlook

Job description

Job Title:Senior Customer Care CoordinatorLocation:Alcester

Thorn Baker's award-winning house builder is looking for an experienced Senior Customer Care Coordinator to join their busy Construction team. Committed to the highest standards of design, construction, and service this is an opportunity to work with an incredibly successful company with over fifty years' experience across the UK.

What's in it for you:

• Competitive salary up to £34,000 per annum(commensurate with experience)
• Employee Benefits Platform - giving you access to high-street discounts, wellbeing support, and more
• Contributory pension and healthcare
• Industry-leading trainingandopportunities to progress within the business

Your Responsibilities:

• Providing an effective support function to our homeowners
• Ensuring communications with customers regarding defects are dealt with in a professional and timely manner, adhering to Customer Care Policies and Procedures
• Ensure correspondence to customers and customer defects are dealt with in a cost-effective, professional and timely manner, to ensure the Persimmon Pledge and Customer Care Policies and Procedures are adhered to
• Responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure
• Attend site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives/Operations Manager.
• Ensure that the team deliver weekly updates regarding KPI's
• Work closely with other departments across the company (i.e., Construction, Sales, Surveying and Technical) to ensure communication is optimal and the company achieves its KPIs
• Issuing works orders to maintenance operatives and sub-contractors and monitoring progress through to completion
• Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout team
• Carrying out general administration duties

Required Skills:

• Previous Customer Care experience within a fast paced and busy environment
• Experience within the housing or construction industry is desired but not essential
• The successful candidate must have excellent communication skills and attention to detail when capturing and logging customer information
• The ability to remain calm and focussed inpressurised situations, with proactive problem-solvingskills
• You must be IT literate, with a good working knowledge of Word, Excel and Outlook
• Knowledge of COINS is an advantage but not essential as training will be provided

For more information on the role please contact Chloeat Thorn Baker on07733 314 668 or email:[e-mail]

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