Ftc Customer Service Coordinator

2 weeks ago

Waltham Abbey, United Kingdom Hill Group UK Full time

**Role overview**:
Processing daily defects and EODs for the Regional Customer Service Department, ensuring all processes and procedures are followed and all records are maintained and are accurate at all times. Liaising with Customer Service Managers, subcontractors and customers to ensure a positive customer journey and strong relationships are maintained.

**Customer**
- The booking of all defects is completed within their given date to achieve or exceed KPIs
- All Customer written and telephone communications are answered in a timely and professional manner
- Effective liaison with other departments, team members and sub-contractors as required
- Meets deadlines
- Communications with Customers is consistently at a high standard
- Builds effective relationships with internal and external stakeholders

**Success Measures**:

- Demonstrates excellent standards of Customer Service, understanding their needs and delivering on promises
- Meets and often exceeds Customer Service KPI’s
- Achieves excellent customer satisfactions surveys from both customers and clients alike
- Follows Hill processes and procedures
- All daily defects and EODs are processed in a timely and accurate manner
- Ensure all records are maintained and accurate at all times
- Ensures all Operatives are completing risk assessments on their PDAs and they call in at the end of the day to promote lone working best practice
- Maximises the efficiency of in-house and 3rd party operatives by booking in works
- The booking of all defects is completed within their given date to achieve or exceed KPIs
- Obtains estimate and quotes and challenges costs wherever possible.
- All Customer written and telephone communications are answered in a timely and professional manner
- Contra charge letters are sent efficiently to allow maximum cost recovery
- Effective liaison with other departments, team members and sub-contractors as required
- Meets deadlines
- Communications with Customers is consistently at a high standard
- Builds effective relationships with internal and external stakeholders
- Complies with all Health and Safety requirements

**Skills, Experience and Attributes**:

- Experience in Customer Service and can demonstrate a good understanding of customer needs and delivering to their requirements
- Strong IT Skills
- Excellent attention to detail and accuracy
- Has the ability to prioritise tasks
- Strong organisational skills
- Excellent time management skills, meets deadlines
- Outstanding communication skills, verbal and written
- Proactive and flexible approach
- Works collaboratively and builds good working relationships
- Demonstrates an understanding of H&S requirements

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