Our people have made us great. Their knowledge, ideas, commitment, and energy over the last 50 years has helped to create a successful business.
Our purpose is simple. We're building the sustainable low carbon homes of the future. In our factory controlled environments in England and Scotland, we're changing the way we build homes, delivering engineered sustainable homes and buildings across the UK.
Our ambition is to reduce waste and reduce carbon, creating positive futures for generations to come. Our automated facility in Witney, Oxfordshire is known for its state of the art robotics, technology driving quality and innovation, building over 10,000 timber frame homes a year, to the highest standards. Our products are award winning, accredited, and sustainable.
We're part of the Donaldson Group, a legacy of over 160 years with over 1,500 employees across the UK. 14 businesses, from timber importing, timber merchants, retail, timber engineering and offsite, we're a business with long standing customers, even longer standing employees.
Together we have a great company culture that looks to the future, a culture built around our people, our customers and their visions that ensures we are focused on doing the right thing for our customers, our employees, and the planet.
A bit about the role
Reporting to the Head of Construction, the Customer Care Coordinator is based in our Witney, Oxfordshire offices and plays a key role in ensuring an excellent post-sale experience for DTS customers and their homebuyers. Acting as the first point of contact for any issues, queries or service needs after delivery, this role is critical to maintaining high levels of satisfaction, supporting repeat business, and protecting DTS's reputation as a trusted, responsive partner. This role is responsible to
* Serve as the primary liaison between customers, site teams, and internal departments for aftercare matters
* Log, track and manage customer issues, queries and defect reports through to resolution
* Coordinate with technical, production, and logistics teams to ensure timely responses and corrective actions
* Maintain accurate records of all customer care interactions in the CRM system
* Communicate clearly and professionally with customers via phone, email, and site visits when required
* Produce weekly reports on outstanding issues, root causes, and resolution performance
* Support the continuous improvement of products and processes by feeding back customer insights
* Promote a positive and solutions-focused customer experience at all times
Key skills
We are seeking an individual that thrives on engaging with people, believes they can make a difference, help where help is needed and be the assuring voice when things can go wrong. We need a confident and reliable co-ordinator with experience in handling issues, that is calm under pressure and can work in a planned and organised way that installs confidence in our customers.
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Excellent communication and interpersonal skills
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Highly organised and able to manage multiple queries at once
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Calm under pressure and customer-focused in challenging situations
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Problem-solving mindset and attention to detail
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Strong IT skills (CRM system, Microsoft Office, Excel)
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Understanding of housebuilding is advantageous but not essential
What we offer
We'll train you with your own growth plan so you're ready for the next steps in your career.
If you have a passion for customers and service, are happy to work on your own and as part of a team, you get on well with other people and are good at finding solutions, this could be the role for you.
Our culture is friendly, open, and welcoming, so if that working environment sounds good, please get in touch.
We value our people, so you can expect a company that is supportive and encouraging, we make you feel welcome, looked after, secure.
We invest in our people so you can benefit from training and support as you learn and develop your skills. You'll have your own learning path, a way to learn new skills, grow and flourish on an ongoing basis. This also ensures you're ready for the next step when it comes along.
We reward our people, and you'll have good benefits, a competitive salary, bonus scheme, ongoing development, and an opportunity to develop your career with the UK's leading timber frame manufacturer. This full-time role is 37.5 hours per week Monday to Friday, with an opportunity for flexible working.
You'll have 30 days holiday per year, pension, sick pay, life assurance and inclusion in our Flexible Benefits programme that includes cycle to work scheme, gym membership, dental insurance and dine out discounts as well as access to our Employee Assistance Programme.