Customer Care Coordinator

Our client is a residential developer (House builder) based in Bury St Edmunds.
An exciting opportunity for a confident and motivated Customer Care Coordinator to join the team has arisen on a either a temporary to permanent or permanent basis.
The Customer Care Coordinator will be responsible for the day to day management of the administration relating to all customer issues as well as allocating jobs to the contractors to undertake work in customers newly purchased homes.
Typical day to day duties will include but not limited to:
• Monitor the Customer Services Inbox
• Receive and log on COINS the results of all telephone calls and emails from Customers
• Ensure the preparation and issue of the weekly defects report for each site as directed by the Customer Service Manager
• Provide feedback to the technical department in relation to defective materials etc.
• Ensure the correct allocation of work to the Customer Support operative team, the existing site teams and / or contractors to fix issues that have arisen in new customer homes.
• Oversee the work of contractors and report on poor contractor outcomes to the Head of Customer Service
• Balance and co-ordinate the scheduling of trades
• Co-ordinate the scheduling of CRM's diaries
• Maintain reasonable timescales for customers for any remediation works, and ensure that customers are kept informed throughout any process taking place in their home
• Ensure data is being pulled and recorded correctly in COINS for all customer issues and KPIs.
To be considered for this role you MUST have exceptional customer service skills.