Senior Customer Care Coordinator Merseyside Must have House Building Experience Full Time / Permanent Competitive Salary + Package
A busy house builder seeks to appoint a Senior Customer Care Coordinator to join their Customer Care team for the North West region.
The main purpose of the role is to provide support to the customer care coordinators and assisting the Customer Care Manager. You will also control and provide an efficient and effective customer care service, liaising with customers, contractors, site and management teams whilst maintaining effective working relationships and coordinating high levels of workflow.
Duties to include:
" Liaising with the customers and sub-contractors to establish an excellent after sales/maintenance response to all queries / complaints. " Be a support function and source of information for the Customer Care Coordinators. " Acting as a point of contact for the team in the Customer Care Managers absence. " Attending development meetings and board meetings in the Customer Care Managers absence. " Ensure all remedial works are monitored and that all relevant work is completed to the required standard within the agreed timescales. " Liaise with customers, suppliers, site managers and sub-contractors to ensure that all associated works are carried out at agreed times. " Overseeing the planning and monitoring of the work of the customer care technician in advance to ensure continuation of work. " Liaise with Site Managers, Contracts Managers and Construction Director prior to arranging any meetings with customers for the Customer Care Manager. " Meet and greet with clients and take ownership of escalated complaints. " Responsible for updating COINS system and various trackers such as the complaints tracker. " Awareness of unit's current performance against KPls. " Monitor and report to the Customer Care Manager the performance of the sub-contractors. " Report any continually occurring problems encountered to the Customer Care Manager to ensure these can be rectified and the source of the problem identified. " Effectively liaise with management, maintenance supervisor, sub-contractors and suppliers to ensure minimum response times to customer care issues.
Key Skills, Knowledge & Experience:
" Previous experience working in an industry where attention to detail is paramount " Construction or a house building background with site based experience " Understanding of building regulations " Understanding of NHBC standards and customer handover requirements " Onsite inspection experience " Client Facing Exposure " The ability to deal with difficult situations " Communicate in a clear and confident manner " IT Literate " Must be customer focused " Resilient to challenge (Internal & External) " Ability to work as part of a team and be self-motivated when working independently
The company are offering competitive salary and a comprehensive company benefits package.
If you are interested in the Senior Customer Care Coordinator role and would like to have a confidential chat, please contact Deena at Bromak or apply via the link below.