Senior Customer Service Coordinator

Role Overview:
**In a Nutshell**

We have a great opportunity for a Senior Customer Service Coordinator to join our team within Vistry Housebuilding Mercia, at our Stafford office. As our Senior Customer Service Coordinator, you will need to be caring and have calmness, be flexible when deadlines are required and are a great team player, when you will deal with customer concerns received by telephone or written communication and you will co-ordinate and administer all activities in a timely and professional manner and deliver the Vistry Homes commitment to the customer journey.

We are pleased to say, this role can accommodate agile working arrangements.

**This is a Fixed Term 12 months contract covering Maternity Leave.**

**Let’s cut to the chase, what’s in it for you**
- Competitive basic salary and annual bonus
- Agile working arrangements possible for this role
- 28 days annual leave plus bank holidays, and the option to buy up to 5 days per annum
- Private Healthcare
- Company contributory pension scheme
- Life assurance - 4 x your annual salary
- Sharesave scheme
- Cycle to work scheme - up to £3000
- Support with a professional membership
- Denplan, GymFlex and many more

**In return, what we would like from you**
- Behave in line with our company values - Integrity, Caring and Quality
- 5 GCSEs or equivalent including Maths and English
- Previous experience working within a similar role
- Good understanding of Microsoft Office, Excel, Outlook
- Ability to handle complaints and difficult situations
- Good planning and organisations skills
- Able to multi task
- Problem solving and decision making skills
- A polite, tactful and assertive attitude
- Patience and calmness under pressure
- Excellent communications skills
- Good team working skills
- Share good practice
- Willing to work extra to meet deadlines as and when required

Desirable
- NVQ Levels 3 & 4 in Customer Services
- Experience working for a residential house builder ideally within the customer facing environment.
- Good understanding of building regulations and legal obligations

**More about the Senior Customer Service Coordinator role **
- Keep purchaser’s plot file information up to date.
- Work closely with the area manager to have a full understanding of requirements following an inspection.
- Liaise with the customer, sub-contractor, and suppliers to ensure an efficient resolution within agreed timescales.
- To agree dates and access with the customer and ensure this is not via the contractor.
- To have regular contact with the customer while works we have arranged are undertaken and also a follow up call on completion to ensure all has been completed.
- Produce a remedial tracking report for all Area Customer Care Manger visits and follow on remedial works and provide weekly updates to Area Managers regarding customers and their scheduled works. This will also include high profile/complaint customers
- Record receipt of all purchaser’s correspondence and respond within 24 hours’. Customers to receive full response or further detailed response within 7 days.
- Record receipt of all purchaser’s telephone calls and return a courtesy call on the same day.
- Issue instructions to Sub-contractors.
- Record dates of customer visits and log all defects identified.
- Carry out all necessary calls in relation to the customer journey.
- Keep data system up to date at all times.
- Carry out general administrative duties.
- Willing to work extra to meet deadlines to ensure customer satisfaction.
- Ensure we hit our company KPI
- Report trends of issues raised.
- Report any blockers that we are faced with on a regular basis.
- Maintain up to date records of all customer visits, and log all defects identified and works completed.
- Ensure information is received in a timely manner from the Area Manager.
- Ensure appointments are made in a timely, professional and effective manner in order to resolve purchaser’s queries to a satisfactory conclusion.
- Ensure you keep the purchaser informed as required to the progress of their job.
- Review, as appropriate, materials required by Technicians/maintenance contractors, raise purchase orders and administer invoices.
- Attend departmental meetings as required.
- Ensure all relevant stakeholders are informed of key departmental developments.
- Produce accurate and timely job sheets for sub-contractors
- Liaise to ensure they attend on dates we provide
- Chase sub-contractors as appropriate to ensure target dates are met
- Issue contra charge notifications to sub-contractors
- Ensure you understand the Company’s health and safety policies and procedures observe them at all times.
- Report any accidents or near misses immediately to your manager and record them in the accident book.
- Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.
- Wear appropriate protective clothing on site at all times.
- Attend all health and safety training as re