Salary/rate: Up to £32000.00 per annum + bonus
Customer Service Coordinator
Location: Welwyn Garden City (Hybrid - 2-3 days in office)
Salary: £32,000 + 22% bonus
An established and highly regarded housebuilder is looking to appoint a Customer Service Coordinator to join their North Home Counties regional office in Welwyn Garden City.
This is a key role within a busy Customer Care team, acting as the first point of contact for homeowners and ensuring any defects or queries are managed efficiently and professionally. You'll play a vital part in delivering an outstanding aftercare experience and ensuring issues are resolved within agreed timeframes.
The Role
* Act as the first point of contact for customers reporting defects or general queries
* Manage calls and emails through CRM and telephony systems
* Coordinate remedial works with customers, subcontractors, suppliers and maintenance operatives
* Ensure issues are resolved professionally and within agreed service levels (typically within 30 days)
* Escalate complex cases to the Customer Service Manager or relevant internal departments
* Maintain clear and consistent communication with customers throughout the process
* Produce weekly reports demonstrating progress across your caseload
* Manage diaries and appointments for Maintenance Operatives and Customer Service Managers
* Provide general administrative support to the wider Customer Care team
About You
* Previous experience in a customer service or coordination role
* Experience managing a high-volume caseload in a fast-paced environment
* Strong organisational skills and the ability to prioritise workload with minimal supervision
* Excellent communication skills, both written and verbal
* Good IT skills including MS Office and CRM systems (Salesforce experience advantageous)
* A basic understanding of the housebuilding or construction process is beneficial, but not essential
* A proactive, flexible approach with a strong customer-first mindset
What's on Offer
* 22% bonus
* Hybrid working (2-3 days in the office)
* Opportunity to join a stable, established housebuilder with a strong reputation and supportive team environment
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