Customer Care Co-ordinator

4 days ago

Kettering, United Kingdom Advantage Resourcing Full time

Our client is seeking a Customer Care Co-ordinator in Motherwellsame, to start ASAP on a 6-month full time contract basis.

**Main Purpose of the Job**:

- Provide a professional and effective after sales customer service to the business customers. Effectively & efficiently provide support to the wider Customer Satisfaction team and business, promoting BBH quality, ethics and ethos

**Key Responsibilities/Duties**:
- Communicate as required with customers to ascertain nature and validity of reported defects
- Administer, compile, and continually update the customers and database on all post sale properties to ensure records are current and accurate
- Co-ordinate the commencement of all remedial work with both customers and contractors
- Ensure regular updates obtained, and managed for all live defects
- Co-ordinate receipt of customer sign-off and close out of defects
- Ensure client expectations are met and deadlines achieved for rectification of defects by proactively managing timelines and organising alternative contractors as required
- Monitoring contract charges and customer care costs, escalating contractor performance issues where appropriate
- Analysing and reporting customer defect trends
- Liaising with the subcontractors to ensure any outstanding works are completed within the agreed time frame
- Prepare customer service reports as required for senior management review
- Co-ordinate with NHBC and contractors as required regarding customer resolutions
- Monitoring Maintenance spend by site/region
- Reporting on defect trends along with performance of materials and contractors
- Checking after care invoices, ensuring works complete to correct quality & standard
- Support/assist wider Care team with customer service duties
- Ensure duties are carried out in line with company standards relating to Quality, Healthy & Safety and Sustainability issues
- Ensure a relentless focus on Zero Harm
- Work with colleagues to enhance customer journey by pro-actively addressing issues and identifying areas for improvement.
- An experienced customer focused professional with experience of working in the house building industry
- Software competence MS Word, and Excel
- Any experience of Eque2Housebuilder Management Information System would be advantageous although training will be given
- Strong focus on achieving high levels of customer satisfaction, within required time frames.
- Well organised and systematic approach to work with the ability to multitask.
- Excellent written and verbal communication skills.
- Excellent administration skills.
- Good Microsoft Office experience, especially in Word and Excel.

If you are interested in the above, please hit apply.

Look forward to hearing from you.

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