Customer Care Coordinator
A 5-Star house builder have a requirement for a Customer Care Coordinator to join their Customer Care team to deliver customer excellence to new build home owners managing their defect period.
About the role of a Customer Care Coordinator
Working closely with the Customer Care Manager you will be responsible for delivering a professional service to our customers throughout their two year warranty period dealing with customer concerns received by telephone or written communication, coordinating remedial works and appointing contractors to deal with any snagging or defects that arise in their homes, in a timely and professional manner.
Customer Care Coordinator duties and responsibilities:
Updating plot files
Ensuring all parties involved (purchasers, Customer Service Manager, Subcontractors) are kept up to date with works being carried out and scheduled dates
Record all communication and respond within departmental timescales
Issue instructions to Sub-contractors
Follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within timescales
Record dates of customer visits and log all defects identified
Carry out all necessary calls in relation to the customer journey
Keep data system up to date at all times
Carry out general administrative duties.
Work directly with Director for Customer Services to assist in the management of large scale works.
Work closely with the Housing Associations and Employers Agents dealing with End of year defects
Reporting on a regular basis on numbers of defects outstanding
Gaining a rapport with sub-contractors
Key experience required:
Experience within the Customer Care function with a major construction or house building company.
Track record of achieving & sustaining high customer satisfaction results.
Good time management, ability to multitask, organise workload and work within a pressurised environment.
Knowledge of NHBC and other warranty provider requirements.
Pro-active approach with the ability to work independently and as part of a team.
Excellent written and verbal communication skills - engaging with customers, subcontractors and third parties
IT literate and comfortable working within bespoke IT systems
What's on offer?
Competitive salary
Medical insurance
Pension scheme
Life assurance
Annual bonus scheme
If you are interested in the Customer Care Coordinator role and would like to apply, please contact Maisie Wane at Fawkes & Reece, or apply via the link below.
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