Customer Care Coordinator – New Homes

Salary: £30,000 – £36,000 per year

Our client, a reputable homebuilder, are looking for a Customer Care Co-ordinator with a New Homes background for a newly created role in Norwich.

You’ll support the Head of Customer Care and Customer Care Manager in managing all customer-related issues through to resolution, by direct communications with our internal and external customers. Along with coordinating the administration of the department to ensure it operates efficiently and effectively.

You will be expected to:

• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority
• Fully adhere to the company’s standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction
• Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s iCARE IT system
• Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day
• Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues
• Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with the company’s stated Service Level Agreements
• Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner
• Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels
• Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable
• Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently
• Provide administrative support for the Department, to include, handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs for internal meetings
• Undertake post-completion satisfaction calls to customers
• Update weekly reports and distribute to relevant personnel
• promote and act in accordance with all Group values, systems, policies and procedures
• Carry out the other appropriate ad hoc duties as and when required

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 cases at any one time. You’ll be computer literate with a good knowledge of Microsoft Word, Excel and Outlook.

Hours are Monday to Friday for 8.30am to 5.00pm

Only applicants with a New Homes Customer Care background will be considered.