Job Code: Customer Service Coordinator
Reporting to: Customer Service Manager/Head of Customer Service
Purpose: Providing customers and clients with an exceptional aftersales service and management of the rectification of defects post-handover.
1. Ensure customers experience a smooth transition from sales to after-sales
2. Liaise with customers on the reporting of issues and defects
3. Assist in organising and coordinating the direct maintenance operatives
4. Work closely with external contractors
5. Assist in managing defects to an effective resolution
6. Complete end of DLP works to secure release of MGD Certificates and retention's
Work within the team to maintain a high standard of customer
Managing the Process
7. Set up new contracts on internal CRM systems
8. Maintain the individual development files, e.g upload Handover Certificates, Correspondence and enter handover dates for HA plots.
9. Take telephone calls from our clients and customers reporting defects.
10. Respond to client and customer emails.
11. Liaise with our contractors in getting defects completed within the given priorities.
12. Keep customers informed until the defects are resolved and book appointments for maintenance operatives as required.
13. Raise work schedules on our CRM system.
14. Record and schedule work from end of DLP inspections (12 month inspections).
15. Send out appointment letters for DLP maintenance works.
16. Send weekly SMS appointment reminders.
17. Organise Maintenance Operatives Weekly Work Diary and Schedules.
18. Provide monthly report on DLP schedules in order to close off contracts and secure release of MGD certificate and retentions.
19. Liaise with the Customer Care Manager.
20. Health and Safety - All employees have a statutory duty to look after their own safety and to give due consideration for the safety of others. Employees also have specific responsibilities as set out in the Company Health and Safety Policy.
21. Equality & Diversity - All employees must comply with the Company Equality and Diversity Policy, ensuring that at all times behaviour is fair and non-discriminatory.
Serving the Customer (Internal & External)
22. Develop relationships with our clients and customers
23. Provide feedback on defects to the Customer Care Manager and interdepartmental when required
Applications
If you feel that you have the relevant experience to be successful in this position and would like to find out more, please apply online today, attaching a copy of your current CV.
Due to the vast number of applications that we receive, it is not possible for us to contact all applicants; therefore, only suitable candidates will be contacted. If you do not hear anything back within 7 days of submitting your application, you have unfortunately not been selected.
Linsco is an equal opportunities employer. All applicants will be considered on their merits regardless of background, characteristics or personal circumstances. All applications will be dealt with in the strictest confidence.