Customer Care Co-Ordinator

Customer satisfaction underpins the success of our family-run business. Our Customer Care Co-ordinator is the central point of contact in the team that ensures everything meets our purchasers’ needs. With your strong communication skills and patient approach, you’ll own all day-to-day contact with our customers in a busy, vibrant department, ensuring the delivery of consistently outstanding service. As a company as ambitious and caring as you are, we’ll encourage you to grow and are committed to developing your career with us through fantastic opportunities for progression and great benefits. Start a bright future with us and together we will achieve amazing things.

We are recruiting for a Customer Care Co-ordinator to be based in our Eastern Region, based in Bury St Edmunds. Sitting at the heart of the CUSTOMER CARE process you will need to be a strong communicator and listener, with a patient, empathetic and adaptable approach. Excellent organisational and IT skills are absolutely essential and proven customer service experience gained in a busy office, either within housebuilding or another sector, will be required. If you share in our belief, take pleasure from overcoming issues and enjoy working closely with customers and team members to ensure the post-purchase experience is positive as possible, then the sky’s the limit.

MAIN DUTIES

• Dealing with incoming calls, post and emails relating to Customer Care.
• Validating complaints and resolving problems quickly and efficiently, seeking direction where required.
• Co-ordinating Customer Care Technicians, suppliers and sub-contract trades to resolve issues and make appointments for attendance, through the co-ordination of diaries.
• Checking and ensuring work has been carried out to the purchaser’s satisfaction.
• Updating and maintaining records using Sitestream.
• Bringing persistent faults to the attention of the Customer Care Manager or Head of Customer Care.
• Categorising works successfully, ensuring management of costs are minimised.
• Developing an understanding of the Social Housing Defect Reporting Process, and assisting with logging defects when required.
• Processing 5-7 Month Purchaser Reports in line with the Your New Home Guide.
• Attending meetings that may be necessary in the performance of your duties.
• Complying with and upholding company policies and procedures.
• Undertaking any additional tasks as may reasonably be required from time to time.
• Ensuring all Health and Safety aspects associated with Covid-19.

ESSENTIAL SKILLS / ATTRIBUTES

• Customer service experience within an office environment.
• Experience in the use of CRM software
• Educated to GCSE Standard (or equivalent) including English and Maths.
• Good verbal and written communication skills.
• Ability to multi-task with good time management.

COMPANY BENEFITS

• Scottish Widows Pension Scheme
• 33 days holiday entitlement (including bank holidays)
• Group Staff Discount at Triumph Motorcycles ltd.
• Competitive discount on our homes (dependent upon the property and location)

So, if you're looking for a rewarding role, share our belief in excellence, take as much pride in your work as we do, and want a future not just a job, then get in touch today.