Customer Care Coordinator

3 months ago

Manchester, United Kingdom Great Places Housing Group Full time

**Salary**: Circa £24,500

**Job Type**: Full Time, Permanent
**Location**: Head Office - West Didsbury

**Benefits**: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.

You will be managing and improving the customer service experience for Great Places customers moving into new homes, so that they receive the very best care and support during their home buying and home ownership experience.

**What you'll be doing**
- Be the customer care champion within the Development team and support the interface between Project Managers, Clerk of Works and Neighbourhoods/Sales colleagues as homes near completion.
- Create a positive and successful move in experience for new customers and their families and a key contact for customers as they settle into their homes.
- On identified schemes, be the main point of contact with the customer from property inspection and throughout the defects period process.
- Ensure that there are clear lines of responsibility between the CCC and the PM with regards to resolving defects and communicating with the residents to ensure the customer is kept informed and receive the very best care and support during their home buying and home ownership experience.
- Undertake customer welcome meetings in new homes, ensure that all operating instructions and helpline numbers are provided to the customer as part of this process.
- Manage customer expectations through clear explanation of any situation and provide a clear journey of next steps and outcomes.
- Handle customer queries, complaints and compliments, where required.
- Ensure accuracy of all customer details and that all communication and interaction is correctly recorded.
- Regular communication with customers at key stages and on an adhoc basis when required. This will involve visiting customers in the field and may involve occasional evening and weekend work.
- Attend and influence the final quality inspection of the property prior to completion, working with the Project Manager and Clerk of Works to ensure quality standards are met prior to handover.
- Liaise with Development colleagues to ensure defects identified are referred to the Contractor. Monitor progress of defects works.
- Work with the guidelines of NHBC/LABC Guarantee and Great Places standards.
- Support the Sales team with the regular inspection of empty stock properties, checking heating, services, security and general maintenance; resolving any issues which arise.
- Ensure all information and reports required by key stakeholders and management are produced and delivered in a timely manner.
- Close liaison with all relevant stakeholders.
- Follow up on feedback from responses to the customer satisfaction surveys.
- Use the knowledge gained from previous schemes to help improve processes and identify opportunities for improvements to quality and customer experience.
- Any other duties reasonably requested.

**What you'll need**
- Customer service experience.
- Able to prioritise and be well organised and practise good time management.
- Good communicator- spoke and written.
- Negotiation skills.
- Ability to listen, empathise and find solutions.
- Team player but able to work independently and mange own work load/priorities.
- Self sufficient in terms of administration.
- Interest in new homes/property.
- New home construction
- Home sales process
- Knowledge of NHBC finishing standards
- Polite, diligent, positive and professional demeanour at all times; demonstrating knowledge to build customer confidence.
- Ability to work independently, remain calm, prioritise, use initiative and make informed decisions.
- Honesty, integrity and accountable.
- Flexible and a problem solver.
- Empathetic, fair but assertive and comfortable at holding others to account.
- Driver and car owner.

REF-206 345

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