Customer Service Coordinator
7 days ago
**Role Overview**
Manage daily defects and End of Defects (EODs) for the Regional Customer Service Department, ensuring processes are followed and records are accurate at all times.
**Key Responsibilities**
- **Delivery**:
- Log, track, and complete defects and EODs within target dates to meet KPIs.
- Communicate professionally with customers and clients, providing timely updates and reports.
- Maximise cost recovery through contra charge letters and process adherence.
- **Quality & Compliance**:
- Maintain accurate records and ensure compliance with company procedures.
- Ensure operatives complete risk assessments and follow lone working protocols.
- **Customer Focus**:
- Respond promptly and professionally to all written and verbal customer communications.
- Foster effective relationships with internal teams, subcontractors, and stakeholders.
- **Financial**:
- Ensure efficient booking of works for operatives to maximise productivity.
- Obtain and review quotes, challenging costs where appropriate.
**Success Measures**
- Meet or exceed KPIs and customer satisfaction targets.
- Maintain accurate records and timely processing of all defects and EODs.
- Deliver high standards of communication and customer service.
- Ensure cost recovery and compliance with Health and Safety requirements.
**Skills & Attributes**
- Strong customer service experience with excellent understanding of customer needs.
- Exceptional organisational, time management, and communication skills.
- Attention to detail, accuracy, and the ability to prioritise tasks.
- Proficient in IT systems and adaptable to changing requirements.
- Collaborative, proactive, and focused on delivering results.
Please ask the talent team for the full job description
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