Customer Care Coordinator
£25,000-£30,000 plus package
Customer Care Coordinator required for one of the UK’s most successful housebuilders, the recipient of numerous awards. They are one of the UK’s most successful housing developers with over 50 years trading history and a passion for not just building homes but creating vibrant sustainable communities. The business is a 5-star builder producing over 3,000 new homes per year at present with customer feedback scores consistently in the 90’s.
As the Customer Care Coordinator, you would be responsible for co-ordinating any aftercare work, liaising between customers and the relevant tradesman to ensure the finished product is completed to the highest quality achievable, and any issues post-handover are resolved.
Customer Care Introduction Calls.
Maintain and monitor the Customer Care Suite of Management Information.
Support the Customer Service Manager in managing all customer related issues through to resolution, by managing the administration of the department to ensure it operates efficiently and effectively.
Responsible for ensuring that all calls received are dealt with accordingly and courteously and that all issues are logged appropriately.
Communicate with the Customer Service Manager to ensure all defects are dealt with by the appropriate personnel.
Chairing monthly on-site Sales and Construction Meetings.
Maintaining the Customer Care Complaint Log, taking ownership of escalated complaints and managing to satisfactory completion.
Carry out other appropriate ad hoc duties as and when required.
Carry out post-completion courtesy calls to customers.
Ensure administrative support is provided for the department including resolving and responding to all customers correspondence / site sales paperwork etc.
Coordinate schedule of work for the maintenance team.
Update weekly reports and distribute to relevant personnel.
Review and analyse Customer Satisfaction Survey content, distribute and work with the Business to agree action plans to resolve ongoing issues, in order to a 5 Star HBF status.
Background & Experience
Background in Customer Care with a Housebuilder
Able to solve problems
Knowledge of COINS
Good verbal, written and communication skills
Computer literate, including Microsoft Office
Excellent telephone manner
Progression and development
In house training
Work life balance
A great team environment
For more information please contact Greg Cordell at Kenton Black 07958 445844.