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Customer Service Coordinator

2 months ago

Harlow, United Kingdom Invision Recruitment Ltd Full time

Invision are currently representing a Leading Construction company who are seeking to recruit a Customer Service Coordinator to join a growing department, to oversee defect resolution of new build properties under the NHBC 2 year Warranty


Key Duties:


Client Communication and Support

  • Serve as the primary point of contact for new homeowners, addressing their inquiries, concerns, and requests promptly and professionally.
  • Provide detailed information about the home warranty process, including timelines, coverage, and procedures for submitting warranty claims.


Warranty Management

  • Manage and track all warranty claims, ensuring timely resolution of issues in compliance with the warranty agreement.
  • Coordinate and schedule repairs or service requests with contractors and vendors, ensuring all work meets company standards and customer expectations.


Documentation and Reporting

  • Maintain accurate and up-to-date records of all customer interactions, service requests, and completed work in the company’s CRM system.
  • Generate and distribute regular reports on customer service metrics, warranty claims, and service performance to management.


Quality Control

  • Conduct follow-up inspections after repairs to ensure that work is completed to the satisfaction of the homeowner.
  • Monitor and report on trends in service requests to identify potential areas for improvement in product quality or service delivery.


Customer Orientation and Education

  • Assist in the preparation and delivery of homeowner orientation sessions, educating new homeowners about the features, maintenance, and care of their new home.
  • Provide homeowners with detailed guides, manuals, and contact information for post-purchase support.


Coordination with Construction and Sales Teams

  • Work closely with the construction and sales teams to ensure seamless communication and a smooth transition from the sales process to customer service.
  • Update the sales and construction teams on any recurring issues or common service requests to improve future projects.


Issue Resolution

  • Proactively address and resolve customer complaints, striving to turn negative experiences into positive ones by providing effective solutions and excellent customer service.
  • Escalate complex or unresolved issues to the appropriate department or management when necessary.