Customer Care Coordinator

Customer Care Coordinator

A busy house builder has a requirement for a Customer Care Coordinator to join their Customer Care team to deliver customer excellence to new build home owners managing their defect period.

Working closely with the Customer Care Manager, you will be responsible for delivering a professional service to our customers throughout their two-year warranty period, dealing with customer concerns received by telephone or written communication, and coordinating remedial works in a timely and professional manner.

Customer Care Coordinator Duties and Responsibilities:

1. Updating plot files
2. Ensuring all parties involved (purchasers, Customer Service Manager, Subcontractors) are kept up to date with works being carried out and scheduled dates
3. Record all communication and respond within departmental timescales
4. Issue instructions to Sub-contractors
5. Follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within timescales
6. Record dates of customer visits and log all defects identified
7. Carry out all necessary calls in relation to the customer journey
8. Keep data system up to date at all times
9. Carry out general administrative duties
10. Work directly with Director for Customer Services to assist in the management of large scale works
11. Work closely with the Housing Associations and Employers Agents dealing with end-of-year defects
12. Reporting on a regular basis on numbers of defects outstanding
13. Gaining a rapport with sub-contractors

Key Experience Required:

1. Experience within the Customer Care function with a major construction or house building company
2. Track record of achieving & sustaining high customer satisfaction results
3. Good time management, ability to multitask, organise workload and work within a pressurised environment
4. Knowledge of NHBC and other warranty provider requirements
5. Pro-active approach with the ability to work independently and as part of a team
6. Excellent written and verbal communication skills - engaging with customers, subcontractors and third parties
7. IT literate and comfortable working within bespoke IT systems

What's on Offer?

1. Competitive salary
2. Medical insurance
3. Pension scheme
4. Life assurance
5. Annual bonus scheme

If you are interested in the Customer Care Coordinator role and would like to apply, please contact Deena Fields at Fawkes & Reece, or apply via the link below.