Customer Service Coordinator
1 week ago
**The Role**
Due to continued growth and ongoing success, we are seeking an experienced Customer Service Coordinator to join our team based in Birmingham. In this role, you will support the Project Support Manager in analysing the root causes of both compliments and complaints, helping to identify trends that highlight areas of strong performance as well as potential service risks. Your findings will play a key role in strengthening our service delivery and will be shared in meetings with both our internal teams and clients. This is a permanent role and the core working hours are Monday to Friday 8am-4:30pm.
**The Project**
You will be part of one of Fortem’s largest Social Housing contracts, Birmingham City Council. This is an expanding £50m Repairs & Maintenance, Capital Works and Retrofit contract and the largest social housing contract in Europe. We are responsible for over 22,500 properties in the Birmingham area including low, medium and a significant number of high-rise blocks. This is a fast paced, focused and dedicated contract which we have been re-awarded 3 times and we are very proud to be able to support this exceptional client.
**Essential and Desirable Criteria**
Customer Service Coordinator responsibilities include: - Build and maintain positive engagement with clients and customer groups - Manage the customer inbox and escalate issues to the relevant person - Ensure all complaints are tracked through to resolution and logged accurately - Analyse customer feedback and identify key themes or service gaps - Coordinate and report on customer satisfaction surveys
**Personal Qualities**
The Customer Service Coordinator will meet the following criteria: Essential: - Previous experience in a customer service role - Excellent communication skills - Proven ability to solve problems and identify effective solutions Desirable: - Experience within the social housing sector
**Additional Information**
Customer Service Coordinator benefits include: - Competitive salary based on experience with profit related bonus - Motor Expenditure Allowance (£3,500) - Option to opt into Salary sacrifice car lease - 25 days annual leave + bank holidays + your birthday off (34 days total) - Sick pay - 26 weeks full pay maternity leave - 8 weeks full pay paternity leave - Annual pay reviews - Discounted gym memberships at national and local gyms - Up to £3,000 colleague referral fee - Vast directory of training on bespoke in-house Learning Management System - Life Insurance - Private healthcare and dental care - Cycle to work scheme - Retail and mobile phone provider discounts
**About Us**
Job Reference: FOR04023
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