Key Purpose of Role - Customer Service Coordinator
To be responsible for the daily management and administration relating to all customer issues and escalation of customer complaints, taking ownership until satisfactory resolutions are attained.
Working closely with the Customer Service Manager to collate management information and data for analysis.
Key Duties / Responsibilities - Customer Service Coordinator
* Monitor own email inbox and the customer service department's email inbox.
* Record the outcome of all telephone calls and emails from customers and contractors.
* Monitor customer and issue handling through reporting, ensuring all records are updated to provide accurate information on reports.
* Coordinate the scheduling of the Customer Service Operatives' diaries.
* Ensure the correct allocation of works to the Customer Service Operative team, existing site teams, and/or contractors to resolve issues in new customer homes.
* Organise resources and materials for works to be carried out, ensuring materials are available in store and on site as required.
* Process PO’s, invoices, and undertake any contra-charging processes.
* Manage the work of contractors and report inadequate outcomes to the Customer Service Manager.
* Maintain reasonable timescales for customers regarding remediation works and keep customers informed throughout the process.
* Address unsuccessful or inadequate remediation of customer issues.
* Ensure out-of-hours services and reporting are managed effectively.
* Maintain complaint spreadsheets and provide weekly updates to the management team.
* Acknowledge and correspond with complainants within agreed timeframes.
* Ensure surveys and reports from external bodies, including contractors, are maintained.
* Maintain professionalism with internal staff, external staff, and customers.
Experience
Experience of working in a similar role within a house building company is desirable.
Key knowledge and skills
* Ability to work independently and within a team, prioritise work, and take initiative.
* Ability to work well under pressure in a fast-moving environment.
* Excellent verbal and written communication skills.
* Excellent organisational skills.
Personal attributes
* Excellent communicator and highly motivated.
What we offer:
* Competitive salary, full training, and ongoing support.
* Monday to Friday, 8:30 am - 5:00 pm.
* Harron Homes is committed to diversity and inclusion, welcoming everyone regardless of background or identity.
Please note: Due to the volume of applicants, if you have not heard from us within 14 days, please accept this as confirmation that we will not be progressing with your application further on this occasion.
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