Customer Service Coordinator
1 month ago
This is a part time vacancy, working hours being Wednesday to Friday.
Let's cut to the chase, what's in it for you...
Competitive basic salary and annual bonus
Up to 33 days annual leave plus bank holidays
Private Healthcare
Enhanced maternity, paternity and adoption leave
Competitive contributory pension scheme
Life assurance - 4 x your annual salary
Share incentive schemes
Employee rewards portal with many more benefits...
In return, what we would like from you...
Behave in line with our company values - Integrity, Caring and Quality
5 GCSEs or equivalent including Maths and English
Previous experience working within a similar role
Good understanding of Microsoft Office, Excel, Outlook
Ability to handle complaints and difficult situations
Good planning and organisations skills
Able to multi task
Problem solving and decision making skills
A polite, tactful and assertive attitude
Patience and calmness under pressure
Excellent communications skills
Good team working skills
Share good practice
Willing to work extra to meet deadlines as and when requiredDesirable -
NVQ Levels 3 & 4 in Customer Services
Experience working for a residential house builder ideally within the customer facing environment.
Good understanding of building regulations and legal obligations
More about the Customer Service Coordinator role...
Keep purchaser's plot file information up to date.
Work closely with the area manager to have a full understanding of requirements following an inspection.
Liaise with the customer, sub-contractor, and suppliers to ensure an efficient resolution within agreed timescales.
To agree dates and access with the customer and ensure this is not via the contractor.
To have regular contact with the customer while works we have arranged are undertaken and also a follow up call on completion to ensure all has been completed.
Produce a remedial tracking report for all Area Customer Care Manager visits and follow on remedial works and provide weekly updates to Area Managers regarding customers and their scheduled works. This will also include high profile/complaint customers
Record receipt of all purchaser's correspondence and respond within 24 hours'. Customers to receive full response or further detailed response within 7 days.
Record receipt of all purchaser's telephone calls and return a courtesy call on the same day.
Issue instructions to Sub-contractors.
Record dates of customer visits and log all defects identified.
Work closely with Area Manager and Office Manager to ensure we are efficiently dealing with our Housing Association / Investor properties and are in line with target SLA's.
Keep an up to date tracker for End of Defects for social housing.
Carry out all necessary calls in relation to the customer journey.
Keep data system up to date at all times.
Carry out general administrative duties.
Willing to work extra to meet deadlines to ensure customer satisfaction.
Ensure we hit our company KPI
Report trends of issues raised.
Report any blockers that we are faced with on a regular basis.
Maintain up to date records of all customer visits, and log all defects identified and works completed.
Ensure information is received in a timely manner from the Area Manager.
Ensure appointments are made in a timely, professional and effective manner in order to resolve purchaser's queries to a satisfactory conclusion.
Ensure you keep the purchaser informed as required to the progress of their job.
Review, as appropriate, materials required by Technicians/maintenance contractors, raise purchase orders and administer invoices.
Attend departmental meetings as required.
Ensure all relevant stakeholders are informed of key departmental developments.
Produce accurate and timely job sheets for sub-contractors
Liaise to ensure they attend on dates we provide
Chase sub-contractors as appropriate to ensure target dates are met
Issue contra charge notifications to sub-contractors
Ensure you understand the Company's health and safety policies and procedures observe them at all times.
Report any accidents or near misses immediately to your manager and record them in the accident book.
Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.
Wear appropriate protective clothing on site at all times.
Attend all health and safety training as required by the Company Finally, let's tell you a bit more about us...
We're Vistry Group, the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they're needed most.
You're probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there's nowhere better to build your career. We're proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. Join us in making Vistry.
#LI-KM1
Benefits
Agile Working
Offers a flexible way of working.
Annual Leave
Enjoy 28 days' holiday plus all UK Bank Holidays. There are options to carry leave forwards and buy up to 5 days.
Pension with Legal & General
Eligible employees are auto-enrolled. You contribute 4%, we contribute 6%. Salary Sacrifice and options to increase contributions available.
Volunteer Days
With 2 paid volunteer days a year, you can give back to communities and charities
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