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Customer Service Coordinator
3 months ago
The Role
Reporting to the Regional Head of Customer Service, the Customer Service Coordinatorwill play a key role in providing a high standard of aftercare for purchasers of new build homes within the warranty period. As a main point of contact for customers, you will offer guidance and assistance to matters raised to identify and understand the scope of problems and follow remedial works through to completion within specified timescales. This is a challenging and busy role so you need to be organised, reactive and able to use initiative.
As a vital component to the customer journey, the candidate should have some knowledge of the property industry and have a solid customer service background within a similar environment to be eligible for the position.
Responsibilities
The duties of the Customer Service Coordinator include, but are not limited to:
Handling incoming customer enquiries electronically and by phone Supporting residents and leaseholders by highlighting useful information within the Home User Guide Understand the key criteria for snags, including defects and damages, and carry out triage with incoming reports Have a good understanding of warranty processes, including 10-year structural warranty Logging defects and managing data systems, keeping information up to date at all times Issue instructions to contractors and chase as appropriate to ensure target dates are met Maintaining a strong communication path with the customer, managing expectations through clearly explaining the situation, next steps and potential outcomes Take ownership of queries, resolving routine issues and escalating more complex matters to the Senior Customer Service Coordinator Follow up outstanding remedial works and take appropriate action to ensure works are completed within specified timeframes Maintain and update customer records in accordance with department protocols Occasional site visits Assist the wider FEC team with day-to-day business and customer requirements Escalating complaints, as required, to the Regional Head of Customer Service and other departments within the organisation
Personal Specifications
The successful candidate will possess the following traits or competencies:
Excellent organisational ability Highly motivated, proactive and outcomes focused Strong communication and interpersonal skills Energy and enthusiasm Tact and diplomacy
Benefits
Competitive salary 24 days annual leave Pension Scheme Private Medical Insurance Life Assurance Voluntary benefits including gym membership discounts and cycle to work