EQUANS are recruiting for a Customer Experience Coordinator to be based in Seaham. This is a permanent full-time role working 37.5 hours per week. On offer is a competitive salary and benefits package.
General Overview
Provide an exemplary customer experience to both internal and external customers. Process defective works within the defect liability period through to closing out in a timely manner, including latent defects and retention works. Communicate effectively with Customers, Clients, and Subcontractors in a timely manner.
Key Accountabilities
1. Serve as the first point of contact through various access platforms for customers requiring support or emergency assistance.
2. Capture and process defects using call logging software within agreed timescales.
3. Process retention works identified by the Customer Experience Manager within agreed timescales.
4. Liaise with Subcontractors and Maintenance Team to rectify defects through to completion within agreed timescales.
5. Close out defects promptly.
6. Coordinate with Customers to book appointments via the internal Maintenance Team.
7. Manage diaries using the Maintenance Outlook calendar.
8. Communicate with Clients as required.
9. Produce reports as agreed with the Customer Experience Manager.
10. Assist colleagues in processing complaints through to closure.
11. Identify opportunities for continuous improvement.
12. Prepare invoices/chargebacks and record full details for monthly reports.
13. Perform any other reasonable management requests necessary for the business.
What can we offer you?
We offer a competitive salary and benefits package including:
* Pension Scheme
* 24 days annual leave (+ public holidays)
* Life Cover of 1.5 times annual salary
* 24/7 Employee Assistance Program and mental wellbeing app
* Employee discount shopping schemes on major brands and retailers
* Gym membership discounts
* Cycle to work scheme
* Learning opportunities including professional qualifications, training, and support programs
* Employee Referral Rewards Scheme
* Access to employee networks such as WiE, RISE, LGBTQI+, Working Parents, YPN, and Disability Network
Who are we looking for?
Key Skills
* Excellent interpersonal skills
* Strong verbal and written communication skills
* Proficiency in Microsoft Outlook, Excel, and Word
* Excellent organizational and time management skills
Experience
* Planning, organizing, and prioritizing workload with high accuracy
* Experience working in a fast-paced environment
* Problem-solving skills and achieving high customer satisfaction
Key Attributes
* Team player with a positive attitude
* Enjoys working with customers
* Self-disciplined and methodical
* Good listening, empathy, and understanding skills
* Attention to detail
* Effective communication skills
* Ability to multitask
* Self-motivated and enthusiastic
Who are we?
EQUANS is a global leader in energy services with nearly 100,000 employees across more than 50 countries. In the UK & Ireland, we provide technical, FM, regeneration, and energy services, specializing in smart buildings, green mobility, district & embedded energy, and decentralised renewables. Our 13,500 UK & Ireland employees help organizations transition to net zero and embrace digital and industrial transformations. EQUANS is part of the Bouygues group.
What's next?
If interested, please register, apply, and track your application. Our Resourcing Team will review your application and contact you.
At EQUANS, we are committed to diversity and inclusion, fostering a supportive environment where everyone’s voice is heard. We support various employee networks including WiE, RISE, LGBTQI+, Working Parents, YPN, and Disability Network.
Proof of right to work in the UK is required. We do not offer relocation packages. Some roles may require a Disclosure check. All inquiries should go through the RESOURCING team, not direct to managers.
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