Customer Care Coordinator

4 weeks ago

St Asaph, United Kingdom Castle Green Homes Full time

**Job Specification**: Customer Care Coordinator

**Position**: Customer Care Coordinator

As a Customer Care Coordinator at Castle Green Homes, you will play a vital role in ensuring the seamless management of the Willow portal and providing outstanding support to the Customer Care team. Your primary responsibilities will revolve around responding to customer repair requests and inquiries promptly, contributing to enhancing the overall customer journey and maintaining the company's high NHBC rating. Additionally, you will be involved in developing reporting systems to identify customer issues and complaints' root causes, as well as coordinating appointments and communication with various stakeholders.

**Key Responsibilities**:
Willow Portal Management: Handle customer repair requests and communications via the Willow portal, ensuring timely responses and resolutions to meet or exceed customer expectations.

Administrative Support: Provide administrative assistance to the Customer Care team, maintaining accurate records, managing documentation, and handling day-to-day operational tasks.

Customer Service Improvement: Actively contribute to enhancing the overall service delivery to customers by identifying areas for improvement in the customer journey and proposing actionable solutions.

NHBC Survey Management: Promote and actively contribute to the management of NHBC 8-week and 9-month surveys to maintain Castle Green Homes' 5-star rating.

Develop and maintain reporting systems to analyse customer issues and complaints, extracting valuable insights to be shared with the Senior Management team.

Appointment Scheduling: Efficiently schedule appointments between customers, Castle Green Technicians, and external contractors/suppliers, ensuring optimal coordination and communication.

Interdepartmental Liaison: Collaborate with other departments and external partners and stakeholders when necessary to facilitate smooth operations and customer support.

Reception Support: As required, assist with main Reception duties on an ad hoc basis, such as providing cover during periods of absence.

Adaptability: Demonstrate the ability to handle multiple tasks and prioritise workloads effectively to meet deadlines and maintain excellent customer service standards.

**Required Skills**:
1 - 2 years’ experience in the housebuilding industry

Prioritisation: Strong ability to prioritise and organize workloads efficiently, ensuring timely resolution of customer queries and issues.

Communication Skills: Excellent telephone manners and written communication skills to interact with customers and stakeholders professionally.

Team Player: Capable of working effectively as part of a team, collaborating with colleagues to achieve common goals.

Initiative: Able to work independently and unsupervised, managing your own schedule and taking the initiative to handle tasks effectively.

**Salary**:
Up to £26,000.00 per year

**Benefits**:

- Company events
- Company pension
- Life insurance
- On-site parking
- Private medical insurance

**Schedule**:

- Monday to Friday

**Supplemental pay types**:

- Bonus scheme

**Ability to commute/relocate**:
St Asaph

**Education**:

- A-Level or equivalent (preferred)

**Work Location**:

- In person

**Job Types**: Full-time, Permanent

**Salary**: Up to £26,000.00 per year

**Benefits**:

- Company events
- Company pension
- Private medical insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- St. Asaph: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Housebuilding Industry: 2 years (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

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