Senior Customer Care Coordinator/coordinator

2 weeks ago


Welwyn Garden City, Hertfordshire, United Kingdom Vision Personnel Limited Full time

Job Title:
Customer Services Coordinator

Reports to and Accountable to:
Customer Services Manager


To assist the Customer Services Manager in managing the Department to provide a high quality service to our customers, safely, professionally and within agreed or reasonable timescales.


Scope:
The Customer Service Coordinator will deliver first class service to our customers throughout the customer service process.

The Customer Services team requires the ability to deal effectively and efficiently with all customers and be able to manage customers' expectations appropriately with the objective of achieving customer satisfaction from our customers.


Interface with customers external/internal stakeholders to handle all telephone and email traffic predominantly for post-sales service functions but dealing with other queries may be required.


Ensure accuracy of all customer details and all communication is correctly recorded on in house computer systems and communicate regularly with customers in accordance with the procedures set out.

Take ownership of queries, resolving routine non-complex issues yourself and escalating more complex issues to your Customer Services Manager.


Create and issue work instructions on Internal systems ensure systems are fully utilized, with weekly monitoring to reduce aged defects.


Send out weekly job status reports to contractors and site teams for feedback to enable effective closing/managing of defects on our CRM.

Liaise with the Maintenance Technicians, Sub-Contractors & Material Suppliers; At all times comply with company policies, procedures and instructions.


Qualify and action all applicable Housing Association Defects and action End Of Defects works within agreed timescales and provide weekly status reports to the HA on job status.

Track and Manage output of all NHBC Claims through to completion.

Handle and resolve customer complaints/enquiries via mail or phone in a timely and accurate manner in-line with Company SLA's.


Outbound calls to introduce the department after initial 6 Month period has been signed off and carry out survey calls.

Customers, Contractors and Sub- contractors and Third Parties

Technical problems or more complex problems will be tackled in conjunction with the Customer Services Manager/Site where applicable

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