Customer Service Coordinator

Customer Service Co-ordinator

My industry leading client is looking for a Customer Service Co-ordinator to join their team.

You role will be to provide the Company’s customers an efficient, accurate and responsive customer service by receiving customer communications and co-ordinating contractors and internal customer service staff to ensure all issues raised are monitored and satisfactorily resolved, through the 2 year warranty period and beyond in accordance with the commitments to exceptional service. Creating a positive customer experience.

Your duties/Responsibilities include:

*Primary support for the customer and accountable for the service provided to a dedicated customer base.
*Resolve remedial issues by managing effectively customers needs and requirements during normal hours of work to provide customers with excellent service by coordinating and responding in a timely fashion to any queries and defect issues raised through investigating and liaising with sub-contractors, Customer Service Managers and Customer Service Operatives.
*Responsible for coordinating diary appointments for the field based Customer Service Operatives and bookings for Customer Service Managers and sub-contractors. Accountable for the allocation and prioritisation of time and resource of Customer Service Operatives and sub-contractors in order to obtain effective resolution to reported defects.
*Record and maintain all customer contact, records and details of reported defects, whether by telephone, letter, fax, email, on-site or through sub-contractors, on company’s database. Also record all contact relevant to that customer and defect, with contractor, sub-contractor, insurance inspectors or internally. Once necessary works have been completed, update database.
*Provide follow up correspondence to each customer enquiry, confirming in writing the main points of discussion and the actions in-hand to resolve the reported defects or issues raised.
*Type up invoices, inspection reports and internal correspondence as necessary.
*Produce reports from database, including a weekly activity report, as required by Customer Service Manager, Head of Customer Service and the Managing Director.
*Order any necessary materials and ensure delivery and availability on date booked for works.
*Carry out day to day office administration to drive the smooth running of the department.
*Work as part of a team and be flexible to provide operational cover for colleagues during sickness, leave, training etc.
*Be proactive and look to continually improve the experience we give our customers. Follow up on customer feedback on the telephone and via customer surveys. Report on customer satisfaction levels and specific or recurring issues in order to provide feedback to management to drive achievement of customer satisfaction targets and negate reoccurring issues.

You will have a calm approach and take natural pride in your role. Exceptional interpersonal skills are essential. Experience of working within a customer focused role will be an advantage.

If the above sounds like you, do not hesitate to