Customer Experience Coordinator

7 months ago

Burntwood, United Kingdom Cameron Homes Ltd Full time

The overarching objective of this role is to deliver a great customer experience to all customers throughout their customer journey, bringing our brands to life through our core values - pride, family, passion, ambition. You will work alongside the Customer Experience Manager to deliver a 100% customer focused experience, nurturing relationships and ensuring we deliver a 5-star service at all times.

Working in collaboration with the wider customer care team, you are responsible will be to support the customer experience team in logging, managing, and closing out defects reported by our customers and site managers in a timely and professional manner. You will be liaising with your Line Manager, Co-ordinators, Operatives and Subcontractors daily to book in appointments, ensure that briefs to remedial and maintenance colleagues are clear and understood, all appointments occur on time as agreed with the customer and closed out in COINS effectively. You will assist the Co-ordinators in closing out any reported defect or customer enquiry in a professionally and friendly manner. You will also be assisting your Line Manager in defining best practices with customer communication at key touch points and developing the customer care module of COINS and the mCare app to its full potential.

The role is accountable for the following:

- Ensure we always retain our HBF 5-star status, supporting sales, production and marketing where required, always putting our customer are the forefront of your thinking to ensure excellence in service and quality
- Build and maintain strong working relationship with contracts managers, site managers and production team with excellent communication to support team working spirit
- Ensure that the Cameron Way processes, behaviours, culture and procedures are adhered to, embedded in all that you and the customer experience team do, for the betterment of our business and protection of our brand
- Implement our Production, Sales & Customer Care procedure ‘Steps to Success’ and highlight any areas that are not delivering to standard
- Review tasks that are logged into COINS with Co-ordinators within 48 hours of receipt.
- Work with our customers and operatives to help identify what issues qualify as an NHBC defect which requires our assistance to remediate and outline our agreed timescales to remediate.
- Set out remedial briefs for works to be undertaken by the customer care maintenance team with sufficient detail to ensure that trades have all information, materials and tools required to complete each task to the customers satisfaction and within agreed timescales
- Arrange for the order of materials to carry out the remedial works and brief the relevant trades or operatives once materials have been sourced to stores or the head office
- Assist in managing defects or queries for a satisfactory resolution within our agreed timescales.
- Organise appointments with customers and co-ordinate diaries for Maintenance Operatives, ensuring works are completed within agreed timescales
- Ensure that customers are always updated on progress until remedial items are resolved. If we are unable to close out defects within our agreed timescales, you will need to keep our customers informed of the reason for the delay and when we anticipate addressing the outstanding items in line with the new code requirements (NHQB).
- Contact customers once remedial items are closed out and request sign off so you can then close the plot file
- Close out of issues in COINS, our back-office system, daily.
- Produce weekly report that identifies specific issues per development to be reviewed within team meetings
- Monitor the NHBC portal and circulate list of outstanding 8 week and 9-month surveys to Site Managers prior to due date. Work alongside Sales and Site Managers to identify upcoming surveys in advance to ensure all outstanding defects are addressed and to highlight any issues with customer satisfaction levels.
- Set up a customer satisfaction level meeting with customer experience team based on experience to date, per development per plot.
- Work with Site Managers and Sales Managers to gain better understanding of customer pain points throughout customer journey.
- Work with Customer Experience Manager and Sales Advisors, to ensure our new customer communication strategy is executed at key stages of each customer journey.
- Assist in monitoring way in which we are using COINS, ensuring co-ordinators are raising and closing out tasks effectively and monitoring response times against our SLA.
- Fully investigate any formal complaints before reporting to Customer Experience Manager and Operations Director
- Attend monthly meetings with the operatives to ensure deadlines are met, issues are discussed, and challenges resolved
- Share best practice across all team members to ensure we continue to deliver exceptional customer experience
- Assisting Customer Experience Manager to training all relevant staff on how t

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