Customer Service Coordinator

3 months ago


Birmingham, United Kingdom Brilliantin Recruitment Full time

Job description

**Customer Service Coordinator**

**Job purpose**

Manages customer concerns, striving to provide exceptional Customer Service and assists in the development of Customer Service standards, policies and procedures

**Key Accountabilities**
- Ensures all valid defects and maintenance requests are dealt with, organising completion of works identified at the Handover Meeting within the agreed timescales
- Supports them to achieve and maintain status as a '5 Star Builder'
- Acts as the first point of contact to answer and deal with all calls and enquiries relating to the developments
- Proactively updates COINS reports to ensure the system is kept up to date
- Delivers consistently high-quality and professional customer service, to internal and external customers by telephone and in written communications
- Seeks to continually improve customer satisfaction
- Implements systems and procedures to enable all maintenance requests received from internal and external customers to ensure they are resolved within agreed timescales
- Maintains regular communication with Maintenance Technicians, Site Managers, Contractors, Managing Agents, the Sales Team and NHBC
- Allocates work to the Maintenance team within agreed timescales, managing the Maintenance Technicians’ diaries
- Updates customers and reporting
- Reports issues with defects management
- Manages customer complaints to reduce escalation
- Promote and lives the values of the organisation
- Maintain knowledge and adhere to relevant Group Policies and Procedures, Legislation and Regulations

**Experience, Skills and Knowledge required**
- Understands importance of Quality standards and procedures and the requirement needed to achieve and maintain 5* status
- Excellent telephone manner
- Excellent communication skills, both verbal and written
- Excellent listening skills, understanding customer requirements
- Proactive and able to take initiative
- Flexible in approach
- Competent user of MS Word, Excel and Outlook
- Experience within the New home environment beneficial but not essential

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

**Salary**: £23,000.00-£24,500.00 per year

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

**Salary**: £27,000.00-£28,000.00 per year

**Benefits**:

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

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Birmingham: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service / telephone: 1 year (required)

Work Location: In person



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