This position requires you to act as a deputy to the Head of Customer Care for customer escalations when required. The role involves managing complex customer concerns and complaints, supporting the wider team, and contributing to continuous improvement initiatives.
This role reports of the Division’s Head of Customer Care.
Principal accountabilities of the Senior Customer Care Coordinator role include:
Effectively manage the workload and tasks of the Customer Care team to ensure fair distribution and timely responses aligned with customer needs and service level agreements, when instructed by the Head of Customer Care
Build strong rapport with customers through courtesy calls, home visits, and drop-in sessions at designated developments.
Champion the NHBC Customer Satisfaction Survey through positive engagement throughout the customer journey.
Take ownership of escalated complaints and complex customer issues, supporting resolution through to completion.
Maintain and regularly update records of NHBC claims, tracking progress to ensure resolution within agreed service levels.
Manage material costs, purchase orders (POs), and contra charges efficiently and in line with financial authority.
Ensure all departmental administration is current and accurate, producing meaningful reports to support decision-making and performance tracking.
Contribute to divisional customer outcomes and experience by actively participating in team meetings, site closure meetings, and ad hoc sessions.
Liaise regularly with the Head of Customer Care to provide input into departmental planning, KPIs, and staff development/training initiatives.
Please note: The above list of accountabilities is not exclusive or exhaustive. The post holder may be required to undertake additional duties as reasonably expected within the scope of the role.
Experience, Qualifications and Skills
Experience
Significant relevant experience of working in a fast-paced Customer Care environment.
Experience of working as a Customer Care Coordinator in housebuilding is a minimum requirement.
Qualifications and Training
Willing to be flexible in respect to day-to-day duties and hours worked
Ability to travel to all development sites and the divisional office
In return we can offer you:
Competitive salary
Competitive annual bonus
Contributory pension scheme
25 days holiday, plus bank holidays
Access to discounts and benefits portal
ShareSave Scheme
Cycle to Work Scheme
Life assurance
Holiday Purchase Scheme
Earn and Learn Opportunities