Customer Services Co-Ordinator

We have a great opportunity for a Customer Service Coordinator to join our team within Vistry South London, at our office in Stratford, London. As our Customer Service Coordinator, you will liaise with customers, partners, technicians and subcontractors to ensure the completion of customer service cases within a timely manner and within SLA. You will be dealing with customer concerns received by telephone or email, appointing contractors to deal with any snagging or defects that arise in our homes. We value in-person collaboration and team culture, but we're also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated. Let's cut to the chase, what's in it for you...

• Competitive basic salary and annual bonus
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits...

In return, what we would like from you...

• Behave in line with our company values – Integrity, Caring and Quality
• Good understanding of Microsoft Office, Excel, Outlook
• Ability to handle complaints and difficult situations
• Previous experience working within a fast-paced similar environment
• Patience and calmness under pressure
• Good planning and organisation skills
• Patience and calmness under pressure
• Good planning and organisation skills

Desirable

• Experience working for a residential house builder ideally within the customer facing environment
• An understanding of building regulations and legal obligations

More about the Customer Service Coordinator role...

• To deal with customer service matters received by email or phone, and address customer issues in a prompt and organised way and in line with SLA's to ensure a positive customer and partner journey.
• Issue instructions to Sub-contractors and follow up to ensure prompt resolution.
• To follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28-day period or as per the SLA period for that defect category
• To deliver an excellent customer and partner service, understanding and empathy to our customers and partners to ensure a positive customer / partner journey.
• To communicate effectively and regularly with internal departments and form excellent working relationships as part of the larger team.
• Carry out general administrative duties including weekly reports, always ensuring our database system is up to date.
• Ensure all Customer Service KPI's are in line with company guidelines.
• To communicate effectively and regularly with clients, working together to ensure partner satisfaction
• Maintain an awareness of the company Health and Safety requirements and ensure these are always adhered to.
• Oversee the End of Defects inspection process and co-ordinate the completion of those items raised and agreed and proactively closing these out and signing off with our Partner agreed timescales and the recovery of retentions.
• Work closely with Customer Services Managers and Technician's to obtain close out reports for each property where defects have been completed.
• Co-ordinate and assist on Functionality & Finesse inspections to properties in Conjunction with Customer Services Managers
• Co-ordinate information relating to complaints and draft responses.
• Co-ordinate data for internal systems and processes through Keys, Power Bi and Life of Site

We build more than homes, we're making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you'll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we're a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach. Join us in making Vistry.