We are recruiting on behalf of a client for a Customer Service Coordinator to join their team at their Coleshill office. In this role, you’ll liaise with customers, partners, technicians, and subcontractors to ensure customer service cases are completed efficiently and within agreed timescales. You’ll manage customer concerns received by telephone or email, arranging for contractors to address any snagging or defects in their homes.
The client values in-person collaboration and a strong team culture, while also supporting flexible working where possible. Candidates are encouraged to raise any specific requirements during the interview process so these can be explored and accommodated where feasible.
What’s in it for you…
* Competitive basic salary and annual bonus
* Salary sacrifice car scheme
* Up to 33 days annual leave plus bank holidays (increasing to up to 39 days with service)
* 2 volunteering days per year
* Private medical insurance (employee-paid cover)
* Enhanced maternity, paternity, and adoption leave
* Competitive pension scheme via salary sacrifice
* Life assurance at 4x annual salary
* Share save and share incentive schemes
* Employee rewards portal and many more benefits…
What the client is looking for…
* Previous experience in a fast-paced, similar environment
* Good working knowledge of Microsoft Office, Excel, and Outlook
* Ability to handle complaints and challenging situations
* Patience and calmness under pressure
* Strong planning and organisational skills
* Effective problem-solving and decision-making abilities
* A polite, tactful, and assertive approach
* Excellent communication and teamwork skills
* Commitment to meeting business needs
Desirable:
* 5 GCSEs or equivalent (including Maths & English)
* A customer service qualification
* Experience in residential housebuilding, particularly in customer-facing roles
* Understanding of building regulations and legal obligations
* Strong written English skills
Key Responsibilities
* Respond promptly to customer service matters received via phone or email, ensuring they are handled in line with service level agreements to deliver a positive customer journey.
* Issue instructions to subcontractors and follow up to ensure swift resolution.
* Monitor and progress outstanding remedial works to completion, ideally within 28 days.
* Deliver excellent customer service with empathy and professionalism.
* Communicate effectively with internal departments, building strong working relationships across the business.
* Carry out general administrative duties, keeping all database records accurate and up to date.
* Ensure Customer Service KPIs are met in line with company guidelines.
* Maintain awareness and compliance with Health & Safety requirements at all times.
To apply, please contact:
Cheryl O’Hara
Regional Manager, West Midlands
M: 07597 571520 | T: 01527 432011
cheryl.ohara@maitlandselwyn.co.uk
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