Kenna Recruitment has a new exciting opportunity for an experienced Customer Support Coordinator to join a Leading Construction business in their office in Bury St Edmunds.
Job summary/Purpose
The Customer Support Coordinator is responsible for taking ownership of customer issues, tasks and complaints once customers have settled into their new homes and been handed over from the Customer Relations Managers, managing resolution through to completion. This includes correctly identifying what action needs to be taken, allocating the correct resource in a timely manner, and where appropriate, ensuring the necessary parts and supplies have been ordered to enable remediation works to be carried out. They should also ensure customers are kept up to date with progress towards the resolution of their issue or complaint.
The Customer Support Coordinator should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.
Primary Responsibilities
Demonstrates role model customer behaviour
* Acts as an inspiring role model across the team in the delivery of great customer service
* Always demonstrates positive behaviour when discussing or interacting with customers
* Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
* Ensures reputational risk is minimised by ensuring complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way
Achievement of business objectives and priorities
* Works independently to resolve issues, tasks and complaints within the required SLA timeframe
* Works in an organised and well-planned manner, so that customer issues, tasks and complaints can be resolved within SLA timeframes and customers are fully informed of progress
* Looks for solutions when blockers to remedying issues for customers arise and ensures the Customer Support Manager is made aware when factors may not enable the resolution to happen within SLA
* Ensures issues, tasks and complaints have quality notes for reference so there is an accurate record of all customer interactions and so that further clarification isn’t required with the customer by another person
* Builds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaints
* Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of their service offering
Experience, Qualifications, Technical Requirements
* Previous experience of working in a fast-paced Customer Service environment
* Strong interpersonal and relationship building skills
* Proven ability to work collaboratively
* Proven ability to work independently, prioritise work and take initiative to find solutions to problems
* Proven ability to remain calm, measured and resilient in challenging situations
* Experience of working in the housebuilding industry
What we can offer:
* Salary between £28,000 - £32,000
* Competitive pension scheme
* Private healthcare
* Life assurance
* 27 days annual leave plus bank holidays...
If interested, please get in touch with Holly on 07444 374 483