Senior Customer Care Coordinator

Salary: £38,400 – £48,000 per year

Senior Customer Care Coordinator – luxury and privately owned multi-award winning residential developer.  

Introduction: 

• Role: Senior Customer Care Coordinator 
• Reporting to: Operations Director
• Location: Bristol, South West
• Location: South West
• Geographical region: South West region – Avon, Somerset and Devon
• Working arrangements: Home and Site working 

Senior Customer Care Coordinator – About us:

A culture led and privately owned multi-award-winning residential developer who have built a reputation of building design led and aspirational homes across the South West region.

We are passionate about we do and want to attract the very best people in the industry to help us shape the future of our company. We have built a culture led company where anyone with drive, passion and talent can pursue the career they want and achieve their dreams. 

Due to continued growth and expansion across the South West Region, they are now looking to further strengthen their Customer Care team with the appointment of a Customer Care Coordinator, reporting to the Operations Director.

Senior Customer Care Coordinator – About you: 

• A champion for customer care.
• Understands importance of Quality standards and procedures and the requirement needed to achieve and maintain a 5* customer service and customer journey.
• Excellent telephone manner 
• Excellent communication skills, both verbal and written 
• Excellent listening skills, understanding customer requirements 
• Proactive and able to take initiative 
• Flexible in approach 
• Competent user of MS Word, Excel and Outlook 
• Experience within the New home environment beneficial but not essential 

Senior Customer Care Coordinator – Key responsibilities: 

• Ensures all valid defects and maintenance requests are dealt with, organising completion of works identified at the Handover Meeting within the agreed timescales 
• Supports us to achieve and maintain status as a 5* customer service and customer journey.
• Acts as the first point of contact to answer and deal with all calls and enquiries relating to the developments 
• Proactively updates report to ensure the system is kept up to date 
• Delivers consistently high-quality and professional customer service, to internal and external customers by telephone and in written communications 
• Seeks to continually improve customer satisfaction 
• Implements systems and procedures to enable all maintenance requests received from internal and external customers to ensure they are resolved within agreed timescales 
• Maintains regular communication with Maintenance Technicians, Site Managers, Contractors, Managing Agents, the Sales Team and NHBC 
• Allocates work to the Maintenance team within agreed timescales, managing the Maintenance Technicians’ diaries 
• Updates customers and reporting 
• Reports issues with defects management 
• Manages customer complaints to reduce escalation 
• Promote and lives the values of the company 
• Maintain knowledge and adhere to relevant company Policies and Procedures, Legislation and Regulations 

Senior Customer Care Coordinator – What about the benefits package?  

Competitive base salary

Company Bonus Scheme

25 days holiday plus bank holidays

Company Car Allowance

Company Pension Scheme

Private Healthcare

Choice of Flexible Benefits