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Customer Service Coordinator

1 month ago

Bristol, Bristol, United Kingdom St. Modwen Full time
Job Title: Customer Service Coordinator

At St. Modwen, we're committed to delivering exceptional customer experiences and building thriving communities.

Job Purpose

As a Customer Service Coordinator, you will be responsible for managing customer concerns, providing exceptional customer service, and assisting in the development of customer service standards, policies, and procedures.

Key Responsibilities
  • Ensure all activities within your role follow our hierarchy, with 'Keeping our people safe' as our top priority.
  • Manage and resolve customer complaints in a timely and professional manner.
  • Support the development and implementation of customer service standards, policies, and procedures.
  • Collaborate with internal stakeholders to ensure seamless communication and resolution of customer issues.
  • Proactively update COINS reports to ensure accurate and timely information.
  • Deliver consistently high-quality and professional customer service to internal and external customers.
  • Continuously seek opportunities to improve customer satisfaction and experience.
  • Maintain regular communication with maintenance technicians, site managers, contractors, managing agents, and the sales team.
  • Allocate work to the maintenance team within agreed timescales and manage their diaries.
  • Update customers and reporting as necessary.
  • Report issues with defects management.
  • Manage customer complaints to reduce escalation.
  • Promote and live the values of St. Modwen.
  • Maintain knowledge and adhere to relevant Group Policies and Procedures, Legislation, and Regulations.
Requirements
  • Understand the importance of quality standards and procedures and the requirement needed to achieve and maintain 5* status.
  • Excellent telephone manner and 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.