Customer Support Coordinator

07814 783350

**Overall Objective**:
We are expanding our in-house customer support team. As part of that we are looking to recruit a confident Customer Support Coordinator who will help place our customers at the heart of everything we do.

The Customer Support Co-ordinator (CSC) is responsible for the day to day management of the administration relating to all customer enquiries. Working directly with our customers managing any enquiries or concerns they may have regarding their new home.

Working closely with the Head of Customer Service, the customer support coordinator will be responsible for the collation and management of information and data upwards for analysis dealing with escalations of customer enquiries, where appropriate.

This is an exciting opportunity for a professional with great interpersonal, communication and relationship skills who can meet and exceed our customers’ expectations and help them with every step of their journey.

**Key Accountabilities**:
**Administration of Customer Enquiries**:
Monitor the Customer Services Inbox

Ensure the preparation and issue of the defects report for each site

Use and promote customer defect system to customers and subcontractors

Liaise with the NHBC claims department

Provide feedback to the technical department

.Ensure all relevant documentation is in customer plot files

Archive site information as required

**Management of Contractors and Customer Support Operatives**:
Ensure the correct allocation of work to the customer support technician, the existing site teams and/or contractors

Allocate any NHBC inspections and other inspections as required

Oversee the work of contractors and report on poor contractor outcomes

Ensure materials are available as required to facilitate remediation

**Managing Remediation of Outstanding Enquiries**:
Maintain reasonable timescales for customers for any remediation works

Address unsuccessful/poor remediation of customer enquiries

Undertake defect reporting

Monitor customer and issue handling

Follow the complaints and escalated complaints procedure

Refer challenging or complex customer issues to the Head of Customer Service

Ensure that out of hours services and reporting work effectively

**Manage Costs**:
Manage budget in terms of agreeing ‘best prices’ and allocating costs where appropriate

Order materials for the team, process PO’s and invoices as required

**Data Capture and Reporting**:
Ensure data is being pulled and recorded correctly for all customer enquiries and KPIs

**Health and Safety**:
Ensure that Health and Safety is followed, and site regulations

It is not possible for this document to totally encompass or define all tasks that may be required of the post holder. The outlined duties may therefore vary from time to time without materially changing either the character or level of responsibility.

**General Responsibilities**:
The Group is committed to achieving a high standard of Health and Safety in all its activities and the post holder will be expected to contribute to maintaining standards to ensure compliance with all appropriate legislation

To take a full role in the implementation of personal development through appraisals and to participate in any identified training or development opportunities

To recognise the importance of fairness and equality in the workplace, to treat everyone with dignity and respect

**Experience & Qualifications**:
Experience in a customer service role or relevant qualification

Experience of maintaining a database

**Personal Skills**:
Ability to work independently, prioritise work and take initiative

Able to demonstrate efficiency and reliability in previous roles

Ability to think ahead and forecast customer enquiries

Great Interpersonal, communication and relationship skills

Able to put our customers first by actively listening, building trust and understanding their needs

**Working Hours**:

Monday to Friday 8.30am to 5.00pm (1/2 hour for lunch) predominately in our Head Office in Bowburn but will sometimes be required to work on our developments. Will need to be available out of hours to take emergency phone calls.