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Customer Service Coordinator

2 months ago

Morley, Leeds, United Kingdom HARRON HOMES LIMITED Full time
Job Description

Key Purpose of Role

To be responsible for the daily management and administration relating to all customer issues and escalation of customer complaints, taking ownership until satisfactory resolutions are attained.

Working closely with the Customer Service Manager to collate management information and data for analysis.

Key Duties / Responsibilities

  • Monitor customer and issue handling through reporting, ensuring all records are updated to provide accurate information on reports.
  • Coordinate the scheduling of the Customer Service Operatives' diaries.
  • Ensure the correct allocation of works to the Customer Service Operative team, the existing site teams, and/or contractors to resolve issues that have arisen in new customer homes.
  • Organize resources and materials for works to be carried out, prior to attendance, and ensure materials are available in store and on site as required.
  • Process purchase orders, invoices, and undertake any contra-charging process.
  • Manage the work of contractors and report inadequate contractor outcomes to the Customer Service Manager.
  • Maintain reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home.
  • Address unsuccessful or inadequate remediation of customer issues.
  • Ensure the out-of-hours services and reporting work effectively.
  • Maintain complaint spreadsheets and provide weekly updates to the management team.
  • Acknowledge and correspond with complainants within agreed timeframes.
  • Ensure surveys and reports from external bodies, including contractors, are maintained.
  • Be professional with internal, external staff, and customers.

Requirements

Experience of working in a similar role in a house building company (desirable).

Key Skills and Qualities

Ability to work independently and within a team, prioritize work, and take initiative.

Ability to work well under pressure in a fast-moving environment.

Excellent verbal and written communication skills.

Excellent organizational skills.

What We Offer

Competitive salary, annual bonus, life assurance.

Full training and ongoing support.