Customer Care Coordinator

3 weeks ago


London, United Kingdom Fawkes and Reece Full time

Customer Care Coordinator
Must have worked for a main contractor or Developer
Perm Role
28-32k
City of London
Reporting to the Manager/Director of Customer Care, the Customer Care Coordinator is responsible for the day to day administrative functions of the Customer Care Department and will assist in providing a high-quality service to our customers safely, professionallyand with agreed or reasonable timescales. The Customer Care Coordinator is to deliver the highest possible service by attending to defects swiftly and efficiently and is to manage customer's expectations appropriately with the objective of resolving problemsand achieving outstanding customer satisfaction.
- Maintain a smartly presented, polite, diligent, positive and professional attitude at all times; demonstrate knowledge and build customer confidence.
- Record and maintain defect related correspondence and progress. Ensuring all records reflects all correspondence and actions taken.
- Process new defects in accordance with each contract obligations/SLA's.
- Diagnose defects on receipt and analyse whether they have been caused by user error, lack of maintenance, damage/misuse or construction defect and issuing/liaising with relevant trade subcontractors ensuring the correct defect notices are issued.
- On a daily basis review all open defects and chase an action as required. Including raising extension of times with the client as deemed appropriate.
- To have close correspondence with clients and contractors ensuring the highest possible customer service is applied to at all times.
- Coordinate subcontractor's attendance with the client teams to ensure all items are agreed in advance.
- Handle the initial escalation of concerns and try to bring them to a resolution and bring to the attention of the director/manager of customer care as needed.
- Develop and maintain an effective working relationship with all in office and site personnel as required.
- Carry out any tasks as assigned by the Director of Customer Service or Management as needed.
- General administration duties.


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