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Customer Service Coordinator

2 months ago

Avonmouth, United Kingdom Brilliantin Recruitment Full time

Brilliantin Recruitment is proud to partner with a New Build Homes provider to assist in securing the best talent for their team.

This is an exciting and busy role in which you, as the Customer Service Coordinator, will work in a small yet efficient team to manage customer concerns. You will strive to provide exceptional customer service and assist in developing customer service standards, policies, and procedures.

Reporting to the Customer Service Team Leader, you will have various responsibilities and will be encouraged to conduct site visits. Our client is passionate about promoting from within, and this role could be the beginning of an exciting career.

Key Accountabilities

  • Accountable for ensuring all activities within your role follow our hierarchy, with Keeping our people safe our first priority. Ensure all activities are properly planned and carried out in line with the company s health and safety policies and procedures. Any non-compliance, including allowing anyone to take risks that could affect their health and safety, may be investigated in line with our disciplinary policy.
  • Ensures all valid defects and maintenance requests are dealt with, organising completion of works identified at the Handover Meeting within the agreed timescales.
  • Supports the Company to achieve and maintain status as a '5 Star Builder .
  • Acts as the first point of contact to answer and deal with all calls and enquiries relating to the developments.
  • Proactively updates COINS reports 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 Group Policies and Procedures, Legislation and Regulations

Experience Skills and Knowledge Required

  • Understands importance of Quality standards and procedures and the requirement needed to achieve and maintain 5 status.
  • Excellent telephone manner
  • Excellent communication skills, both verbal and written
  • Proactive and able to take initiative.
  • Flexible in approach
  • Competent user of MS Word, Excel, and Outlook

Key Benefits

  • 25 days of Holiday plus Bank Holidays and Christmas shutdown
  • Generous basic salary plus 10% bonus and annual pay rises
  • Ability to buy additional 5 days of holiday
  • Discount on New Homes
  • Extended Maternity and Paternity Leave
  • Payment towards further qualifications and study leave to prepare for exams
  • 5% Employer Pension Contribution
  • Employee Assistance Programme
  • Personal Health Insurance Cover

We are looking for a true Team Player who will get involved and become an integral part of the team. Our client offers a great working environment and demonstrates a positive culture throughout the business.

This role is Hybrid with 4 days based in the Avonmouth offices and 1 day working from home.