The Role: Customer Care Coordinator Location: Harlow Reports to: Customer Care Manager Salary: £23,500 or £12.21 PH hours: 37 per week Monday to Friday. Hours to be advised. To be first point of call assisting incoming enquiries namely by telephone and live chat including leaseholders, contractors, directors etc to achieve the highest levels of service in accordance with our clients agreed business standards. Full training is provided and our clients offers excellent benefits and career progression in other other areas of the business. This is an excellent opportunity for someone with some solid customer service skills Responsibilities & Duties • Telephone o Dealing with incoming telephone calls within three rings into Head Office and answering queries (where possible) or distributing as appropriate to relevant persons. o If relevant persons are not available, then to ensure a ticket is raised to the relevant staff member/team immediately. o Ensure that the phones are always covered during working hours. o To carry out ad-hoc duties as instructed by the Customer Care Manager. • Live Chat o To be available to provide the same level of service as mentioned above as and when required to do so on Live Chat at the request and instruction of the Customer Care Manager. Longer term the role may include the need for an understanding of the following elements, which relates to the preferred understanding of property management section of qualifications and experience requirements. • Service Charges o To be able to understand, interpret and explain enquiries relating to service charges and update notes on account on BOSS of conversation. o To provide copies of statement of accounts when requested and update notes on account on system o To provide banking details when requested for owner to make payment and update notes • Contractor Enquiries o To assist contractors and suppliers in respect of payment of invoices, work orders, supplier login, queries. • Property Management (including by not limited to) o To update enquirers in relation to repairs for works instructed to the common parts. o To advise callers in relation to pets, consent to Let, noise, general day to day matters etc, as per the terms of the lease. • Credit Control o To deal with enquiries received, up until the point of referral to solicitors at which point the call is required to be passed to the Credit Control Team. • Insurance o To provide copies of insurance certificates upon request. • Handling Complaints o To provide our Complaints Handling Procedure to any persons requesting to make a complaint once it has been established that a formal complaint is what the caller would like to raise, copied to the Regional Manager/Line Manager for the client. • Solicitors Enquiries o To deal with enquiries received regarding prices for seller’s management packs. • Enquiries from Press, Police, Governing Bodies o To pass calls of this nature to the appointed Warwick press handler. In this instance make no comments. • General Housekeeping o To study for and participate in any relevant industry exams at the request and with the agreement of the line manager. o To be familiar with and aware of basic Warwick Estates policies including but not limited to Employment, Health & Safety, Environmental and Fire Safety Policies. o To receive, manage and fulfil any other duties that may be commensurate to the role. Qualifications & Skills Essential • Possess an excellent telephone manner • Min 1 year within a Customer Service environment • Good organisational skills • Good Information Technology (IT) skills • Good knowledge of Microsoft applications - Word, Excel, Outlook Benefits Hybrid working on a 3/2 model Good Holiday allowance. Private medical insurance Life pension Charity allowance days Parental leave Employee Referral Scheme