Customer Care Coordinator

Salary: £30,000 – £36,000 per year

Our client, a volume house builder, are looking for a Customer Care Co-ordinator to join their team in Suffolk. You’ll be responsible for coordinating remediation works in customers’ homes, involving the identification of an issue, scheduling of works and communications with the customers, contractors, and wider Customer Care team

Key Accountabilities:

• Professionally handle incoming communications from customers through a variety of channels (phone, email, customer portal etc).
• Carry out proactive calls to customers as may be required in order to provide the highest standard of customer service.
• Assess and identify the appropriate course of action to resolve customer issues, with support from your line manager.
• Record all incoming / outgoing communication and all other relevant information on Coins to ensure a complete record is maintained at all times.
• Coordinate and schedule remediation works with external contractors and the Customer Care Maintenance Operatives and monitor the progress of works whilst maintaining regular communications with the customer.
• Maintain strong working relationships with our contractors and Customer Care Maintenance Operatives to ensure all works are completed in a timely manner and to the customer’s satisfaction. 
• Provide administrative support where required
• Attend site as and when required to meet with customers, the site team, and the Customer Care Maintenance Operatives/Operations Manager.
• Complete all tasks promptly within team SLAs.

New Homes experience is not a requirement however, the right candidate will have experience in performing a similar job in terms of the core functionality. You’ll be self-motivated and result orientated and possess a passion for delivering exceptional customer care. Strong communication skills are essential coupled with a keen eye for detail and the ability to work on multiple tasks at any one time. 

You’ll be computer literate with a good knowledge of Microsoft Word, Excel and Outlook and have experience of working with in-house databases.

Due to the nature of the role, it would be beneficial if applicants can drive and has access to their own vehicle.

Hours are:

Monday to Thursday – 8.30 to 5.00

Friday 8.30 to 4.30 (30-minute lunchbreak)