Customer Care Co-ordinator - Building Safety Unit

Reporting to the Head of Customer Care, you will support in managing all Resident and Stakeholder BSU related issues through to resolution, by direct communications with our internal team and external residents, contractors, consultant and managing agents, coordinating the administration of the department to ensure it operates efficiently and effectively

You will be expected to:

• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority.
• Log all enquiries received both directly via all work streams and via regular 121 meetings with the contractor RLO (Resident Liaison Officer) on each project.
• To fully adhere to the BDW standard Customer Care policies and procedures, ensuring that all issues raised by all Stakeholders are dealt with professionally, quickly and to their complete satisfaction.
• Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s iCARE IT system.
• Work closely with the BSU communications team to ensure the correct responses are sent from the correct personnel at the correct seniority level. (ie MP, Media etc)
• Coordinate with colleagues to ensure the department provides continual telephone and e-mail cover throughout the working day.
• Compile and distribute milestone proactive template communications in line with the agreed process to keep residents updated of progress.
• Arrange the inspection of remedial enquiries where necessary via the BSU Project Manager or RLO to agree valid issues and help mitigate resident`s concerns.
• Communicate with the Head of Customer Care to ensure all enquiries are dealt with by the appropriate personnel and in a cost-effective manner.
• Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels.
• Monitor all enquiries and escalate those that may be a risk to reputation, satisfaction or external escalation to the HOCC
• Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently.
• Provide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs for internal meetings.
• Undertake post-completion satisfaction calls/ surveys to customers.
• Update weekly reports and distribute to relevant personnel.
• Promote and act in accordance with all Group values, systems, policies and procedures.
• Carry out other appropriate ad hoc duties as and when required.