Customer Care Coordinator

3 weeks ago

Stansted, United Kingdom HUNTER MASON CONSULTING LIMITED Full time

Hunter Masons client is currently recruiting for Customer Care Coordinator with COINS experience. This role is a permanent position and is based in Stanstead, Essex.

**Summary of the role**:

- To create, deliver and continually improve the service provided to by the Customer Care Team, in order to achieve the Departmental and Corporate Objectives.
- To manage, plan and co-ordinate the demands on the Customer Care department from external customers.
- To handle all customer queries and complaints in a positive, professional and pro-active manner in order for them to be resolved as swiftly as possible.
- To utilise the COINS management system to provide an efficient service to our customers whilst maintaining a full history of events to aid the Development Director, the Managing Director and the Customer Care Manager.

**Responsibilities**:

- To record and respond to all communications received by the Customer Care department within one working day of receipt, setting out a realistic timescale for the resolution of the issue or a further detailed response.
- To manage the diaries of the Customer Care Operatives to ensure that they visit our customers as arranged and advising our customers of the necessary arrangements made.
- To maintain a complete record of all works undertaken on behalf of subcontractors on the Contra-Charge Issue Report, accompanied by a breakdown of costs and receipts and raise the necessary Contra-Charge invoice.
- To record any snags raised by the customer on the COINS system, ensuring all necessary back up paperwork is produced and filed in the correct manner.
- To manage and produce Handover Manuals, including (but not limited to) the content and distribution including compliance with law and other regulations.
- To proactively work with Finance and the COINS team to ensure that all Customer Care queries are logged in the correct manner.
- To nurture strong and mutually beneficial relationship with other departments to improve communication, understanding, forward planning and delivery of the projects.
- To represent the Company in a professional and ethical manner to strengthen and enhance the brand and reputation of the Group

**Experience Required**:

- At least 3 years' experience in a Customer facing role
- Excellent and practical understanding of Microsoft Word, Outlook, PowerPoint and Excel.

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