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Customer service co-ordinator

1 month ago

Over Cambridgeshire, United Kingdom AD WARRIOR Full time

Customer Experience Coordinator
Our client is a new home developer, they’re always looking to broaden their horizons, carefully selecting land throughout the UK that has the potential to become the site of a future home’s development and a thriving new community. They’re all about building great communities and great relationships. Their focus is always all about the customer, about teamwork, about pride and trust, about sustainability and biodiversity and creating great places to live.
The Customer Experience Coordinator will be responsible for being the champion and voice of the customer and ensuring the delivery of a 1st class after care program from the day of legal completion to all new homeowners.
Provide a timely and effective service to all of their customers
Ensure personal and team compliance with relevant policies and procedures
Ensure all contacts (calls, emails, online, social media) received are handled professionally and courteously, with all issues recorded on the companies in house system.
Coordinate with colleagues to ensure the department provides continuous telephone cover throughout the working day
Arrange the inspection and rectification of remedial enquiries where necessary to attend to valid warranty issues within set KPI’s
Liaise between Site Management Teams, Subcontractors and Customer Experience Operatives to ensure all remedial actions are completed efficiently, in accordance with the NHBC standards and in line with the company’s stated service level agreements
Communicate with the Head of Customer Experience 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 Experience where performance is falling below the expected standards
Liaise with the buying and commercial teams for procurement of materials and relevant orders applying contra charges where applicable
Work with the wider business to support and develop growth and change
You will need to be confident in building relationships that last with not only the customers but subcontractors, suppliers and all employees.