Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.
Customer Care Coordinator
Basildon
Based with a balance of home and office working
£32,606 - £34,322 per year
35 hours per week – Monday to Friday – 9:00am to 5:00pm
We are looking to recruit a friendly, approachable, and customer – focused Customer Care Coordinator to join our established Customer Care team.
In this role, you will use your excellent communication and interpersonal skills to deliver a high – quality, customer – focused after – sales service, supporting customers following their home – buying experience. You will act as a key point of contact, helping to manage and resolve queries and issues efficiently, ensuring customers feel supported and valued throughout their post – completion journey.
The role requires a flexible approach to travel, including attending a local office when required, with an expectation of a minimum of two days per week in the office, alongside regular visits to the sites covered by the team.
This is an excellent opportunity for someone who enjoys building relationships, solving problems, and delivering a positive customer experience during an important stage of the customer journey.
The role of Customer Care Coordinator will include:
* Carrying out courtesy calls and meeting new customers to provide a holistic after sales service
* Liaising with contractors regarding defects and assisting with the end of defect process to ensure it is handled in an effective and customer focussed manner
* Act as the central point of contact for after-sales support by dealing with customer enquiries, conducting home demonstrations and setting up and updating new and existing customer details onto the system
* Developing and maintaining working relationships with internal and external stakeholders
* Liaising with external contractors to ensure customer complaints or concerns are resolved in a high quality and consistent manner
* Arranging and attending meetings at active development sites to support construction colleagues in monitoring the quality of homes delivered and to agree property standards
Skills and experiences:
* Previous experience in a similar role within a development or construction background
* Proven experience within a customer service role with excellent customer care and communication skills
* Experience in managing administration processes relating to customer complaints and compensationThe ability to work to tight deadlines and prioritise work loads
* Proficient user of Microsoft Office applications with knowledge of SAP
* Travel is a requirement of the role, therefore a full valid driving licence is essential
Why work for us?
We provide homes and care for more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture, and nurture and reward talent.
Benefits
* 25 days annual leave (rising to a maximum of 30 days) plus public holidays
* A pension scheme with employer contributions from Sanctuary
* Life Assurance
* Employee Advice Service including counselling
* Cycle to Work scheme
* Voluntary health plans
* Wellbeing support and tools
* Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
* £32,606 per annum (rising to £34,322 per annum after 12 months, subject to satisfactory performance)
We work closely with the Home Office in order to prevent unlawful working.
Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.
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