Customer Service Coordinator

Key Purpose of the role. Senior Customer Service Coordinator

To assist the Customer Service Manager and Assistant Customer Service Manager with overseeing the management of the Customer Service Department.

To be responsible for allocating resources, including Customer Service Operatives and Contractors to undertake agreed work in customers homes, ensuring the Coordinators have the correct recourses and support to remedy issues promptly.

The collation and management of information and data on Legal Completions and works taking place after Legal Completion by Site Teams. Collate all paperwork relating to these plots in line with our procedures and feed back to Customer Service Manager and Site Teams on requirements

Key Duties / Responsibilities-Senior Customer Service Coordinator

• Support new customers in the management of any reported issues ensuring that customer surveys are recorded and improved.
• Management of any Warranty Provider Claims, dealing with claims upon receipt until resolved.
• Exceed and manage customer expectations, collating the information required for department meetings.
• Manage the Coordinator weekly reports and paperwork in line with procedures and assist the coordinators with defects, queries and complaints.
• To ensure all records are updated to provide the correct information on reports.
• To ensure data is being achieved and recorded for all customer issues, ensuring accuracy on figures for reporting.
• Assist with the correct allocation of work to the Customer Support Operative team, the existing Site Teams and Contractors.
• Manage Operatives timesheets, any overtime, vehicles and trackers.
• Monitor and manage the paperwork received from Site Teams in line with procedures.
• Allocate any Warranty Provider claim inspections and works as required to resolution.
• Manage the work of contractors and report inadequate contractor outcomes to the Customer Service Manager.
• Address unsuccessful or inadequate remediation of customer issues.
• Deal effectively with the customer complaints received and maintain information required for Management.
• To ensure that out of hours services information is updated and deal with any emergencies.
• Manage and exceed customer expectations to provide the quality of service required.

• Qualifications

  Qualified by experience.

  Experience

  Experience of working in a similar role in a house building company.

  Key knowledge and skills

  Ability to; work independently and within a team, prioritise work and take initiative.

  Teamwork and leadership skills.

  Excellent verbal and written communication skills.

  Clear decision-making abilities and the foresight to assist others when required.

  Excellent organisational skills.

  Ability to work well under pressure in a fast-moving environment.

  Effective customer complaint handling (Essential).

  Personal attributes

  Excellent communicator and highly motivated.

What we offer:

Competitive Salary

Annual Bonus

Life Assurance

Company Pension