Reporting to our Customer Care Manager, an exciting opportunity has arisen for Customer Care Coordinators who will play an important part in seeing us achieve our desire to continually improve our service to customers.
We are looking for someone with excellent communication and organisational skills to handle incoming telephone/letter/email enquiries and service requests. Logging/monitoring work and updating/issuing reports. The role will involve close liaison with our site offices/maintenance technicians and contractors, coordinating agreed works to ensure an efficient and professional service is maintained at all times. Construction/House Building experience although desirable is not a requirement, however, Customer Service experience will be essential.
You will be allocated responsibility of ensuring that our customers receive a first-class level of service on a set number of our new home developments.
This will entail dealing with any concerns they may have upon moving in and 14-day call back stage and throughout the contractual warranty period.
You will need to address customer complaints and concerns with empathy and professionalism.
You will need to be clear in your communication on what actions we will be taking to resolve any issues that arise and provide appropriate follow up to ensure customers are aware of works taking place.
You will need to arrange for some issues to be inspected and then to place orders with various sub-contract tradesmen to correct issues as part of your day to day role. You will be responsible to ensure these appointments are kept and are closed off our system once completed.
You will need to be able to handle a large portfolio of customers and be able to prioritise if there is an urgent issue arising within the home.
You will need to liaise with our internal departments, site management, technical, commercial and sales teams to gain information to provide great customer service.
We ask our customers for their views on the quality of our service after moving in and this feedback will help us to measure your success.
The role will involve telephone contact, email and letter writing as part of your day to day tasks.
Experience and Qualifications:
Knowledge and experience in a customer service role in an office environment is essential. Working in a team is essential.
A positive outlook and a personable nature will be vital to the role as communicating effectively with customers, sub-contractors and internal colleagues will give you the best chance of delivering against your key performance indicators.
Knowledge of the new homes industry / construction and relevant experience in a customer service environment is desirable.
We offer an opportunity to work on some of the UKs most exciting housing companies, in a fast-paced environment where each day brings new challenges. Our benefits package includes
Staff Bonus Scheme
If you are looking for a new opportunity and this role is of interest, please apply via the link below or contact Adam De-Ville at Fawkes & Reece on 01142130903.
Please note, all applications are held in the strictest confidence.
If this role is not for you, however you are interested in hearing about other opportunities Fawkes & Reece may have, please call us on the above number.