Job description
Main Purpose:
We have an exciting opportunity for aCustomer Care Coordinator to join our friendly Customer Care Team in our Scotland, based from our regional office in Glasgow.
The main purpose of the role is to provide an efficient and effective customer care service, liaising with customers, contractors, site, and management teams whilst maintaining effective working relationships. The successful candidate will manage and continually improve the Customer Service experience for Keepmoat customers to support our ambitions to maintain our 5-star builder status and a leader in Customer Service in the homebuilding industry.
The duties of the role include (but are not limited to);
1. Liaise with all customers and sub-contractors, site managers, etc. to establish an excellent after sales/maintenance response to all complaints / queries
2. Ensure all materials and labour required are available prior to starting works
3. Ensure the customer care / after sales image by personally contacting customers after legal completion to ensure the customer is happy and satisfied
4. Produce all relevant documentation relating to customer care accurately and in a timely manner
5. Take responsibility for updating COINS system in a timely and efficient manner to ensure accuracy of customer database
Skills, knowledge & experience
We are looking for someone who embodies our Keepmoat values; a straightforward and friendly team player who has Customer Care experience, who is creative and used to using their organisational and planning skills within a Customer Care environment. They will be passionate about providing the highest quality customer care, and a collaborative team player, with experience communicating with different stakeholders.
Experience within a similar role in the housebuilding/construction industry would be beneficial but is not essential.
Why work for us? At Keepmoat Homes we pride ourselves on being a great place to work. As the market leader in our industry we want to ensure that we attract, motivate and retain the best people who can deliver the best service for our customers.
6. Competitive rates of pay – We regularly check our pay against our competitors to make sure they reflect our position as market leader. We also review our pay every year.
7. Bonus Scheme – Our annual bonus scheme is linked to team and company performance.
8. Special offers for staff – We run a range of offers and discounts exclusively for our employees including holidays, health club memberships and days out.
9. Trust – We encourage you to come up with ideas and get the most out of your job with us.
10. Development – we offer genuine development opportunities to progress your career.
Our values Our values are the foundation for our vision, the cornerstone of our culture and the benchmark for our achievement.
11. Straightforward - We get the job done in the most efficient and effective way. We are friendly, open and honest. It’s about being respectful and working in a transparent and honest way.
12. Collaborative - We work together in partnership to deliver the very best customer experience. Partnership working is key to our business. We work collaboratively to deliver the best results possible.
13. Passionate - We care about what we do. We put pride and energy into delivering results. It’s important to us to do a good job.
14. Creative - We are proactive, flexible and resourceful. We listen, learn and deliver solutions. We don’t offer a one size fits all solution; we are flexible and will tailor our services to our customers’ needs.