The role
We are looking for an enthusiastic and passionate Customer Care Coordinator to join our Customer Care Team primarily providing support across our North‑East sites.
The primary purpose of the Customer Care Coordinator role is to manage and coordinate key administrative processes and to support the effective resolution of customer care issues in line with company procedures. The role plays a vital part in ensuring an excellent customer experience throughout the two‑year warranty period.
The ideal candidate will have experience of working in a customer care environment, dealing with complaints by telephone and writing. You will have excellent customer service skills and a real passion for delivering exceptional levels of customer care.
To succeed in this role, you will need to demonstrate high levels of self‑motivation, tenacity and resilience.
KEY RESPONSIBILITIES
* Support the customer for the full two year warranty period, answering all enquiries and questions
* Receive issue reports and questions by phone, email and our bespoke customer care system and ensure they are logged correctly
* Organise remedial work with contractors, Site Managers or Customer Care Technicians as appropriate
* Organise the diary and work schedule for Customer Care Technicians
* Act as a point of contact for the customer, confirming access arrangements to the property when required
* Visit customers as and when required and provide them with updates and development notices as necessary
* Track and report on defect history, particularly recurring problems
* Arrange for urgent action in response to emergency situations
* Liase with other departments and site trades to provide comprehensive responses to queries
* Attend project team meetings for site related issues
EXPERIENCE AND QUALIFICATIONS
* Experience of working in a customer care environment dealing with complaints by phone and in writing
* Experience in providing excellent customer service with professionalism, representing the brand at all times
* High levels of time management, organisation and coordination skills
* Excellent communication and rapport building skills
* Ability to remain calm under pressure, deal with difficult situations and reach positive outcomes
* Ability to manage own workload
* Confident in using various software packages
* Administratively competent and able to deliver to a high standard
BENEFITS
* Salary £31,000 dependent on experience
* Car allowance £3,000
* Discretionary Annual Staff Bonus Scheme
* Enhanced holiday entitlement
* Private Healthcare
* Access to the Pension scheme
* Supported hybrid working
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