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Group Customer Experience Coordinator

2 months ago

Prestwick Northumberland, United Kingdom Bellway Homes Full time
Group Customer Experience Coordinator
When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed.
At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.
There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our Head Office, located in Woolsington, Newcastle upon Tyne is looking to recruit a Group Customer Experience Coordinator to join the team.This is a fixed term contract for maternity cover.
The Role
The role of Group Customer Experience Coordinator will support the Group Customer Care Director with the administration and monitoring of divisional responses to escalated customer care issues and complaints.
Principal accountabilities of the Group Customer Experience Coordinator role include:
Group complaints
Produce a weekly report on open, escalated complaints
Monitor and chase up all divisional responses before day 7
Assist with maintaining group complaints log when needed
Acknowledge escalated complaints
Trust Pilot
Responses - respond to all reviews, prioritising the negative ones.
Tag each division.
Send good and bad feedback on to relevant divisional management teams.
Look at invitation data on Trust Pilot and Dynamics to minimise any flow issues.
Find ways to improve scoring.
Monthly report with breakdown of responses from divisions.
Maintain regular contact with Trust Pilot Account Manager to improve the platform.
Work with the marketing team to devise an optimum plan to increase engagement of Trust Pilot and improve overall scores.
Yext
Manage and respond to all reviews which come into the Yext platform for all of our developments on Google. Prioritise negative reviews.
Send good and bad feedback on to relevant divisional management teams.
Create divisional dashboards and share these with customer care, sales and construction teams in divisions as appropriate. Use dashboards to enable divisions to see trends of both positive and negative comments.
Maintain regular contact with Yext Account Manager to maximise potential and improve our presence across Google Reviews and see if this can be applied across other review platforms within the Yext system.
Social media customer care related responses
Respond to and manage all customer comments and messages for Bellway, Bellway London and Ashberry pages, meeting service level targets. Monitor public comments in/out of hours (only if comments or messages are defamatory or extreme) across Facebook, Instagram and LinkedIn, and flag any areas of concern to the social media team.
Ensure tone of voice and response templates adhere to brand tone for consistency across all brands and pages.
Forward enquiries and complaints to the relevant department within the business including sales managers, interior designers, divisional customer care teams etc.
Source requested information on interior design and show home enquiries and respond to the customer.
Work closely and collaboratively with the social media team to manage comments and feedback on all pages but lead on responses. Social media team lead on content and creative updates.
Monitor #mybeautifulbellway and relevant hashtags for sentiment and new content, building up a rapport with our Bellway homeowners.
Look at any trends on posts and flag with social media team and marketing coordinators e.g a high volume of comments on a specific paid advert which needs to be addressed.
Be aware of ambassadors for potential collaborations e.g. accounts with exciting content that engage with our pages and pass on to social media team.
Recognise potential PR stories for social media and marketing coordinators from messages we receive and pass on to relevant teams.
have a keen interest in social media and its platforms.
Experience, Qualifications and Skills
Experience
Experience of working at a Senior Co-ordinator or Management level within Customer Service, preferably in-house building or a related industry.
Comprehension of construction / housebuilder policies, rules and regulations, as well as NHBC warranties and standards.
Qualifications and Training
GCSE Maths and English – Grade 4/C+ (or equivalent)
Skills and Aptitude
Excellent Customer service skills
Effective listening skills
Good written communication skills.
Analytic and logical thought process.
Ability to liaise with internal and external personnel
Good administration skills
Able to work to deadlines in a fast paced environment
Ability to work on own initiative
Proficient IT skills along with a good working knowledge of all Microsoft Office packages, but Excel in particular.
Committed to diversity and inclusion
The Role and Working Conditions
Office based role, with some travel to our 22 Divisions as and when required.
Willing to be flexible in respect of day to day duties and hours worked
this is a fixed term role to cover maternity leave
In return we can offer you:
Competitive salary
Competitive annual bonus
Contributory pension scheme
Free on-site gym
25 days holiday, plus bank holidays
Access to discounts and benefits portal
ShareSave Scheme
Cycle to Work Scheme
Life assurance
Purchase holiday scheme
We reserve the right to close this vacancy if a large volume of applications are received