Customer Service Coordinator Role
Salary: £26,000 - £29,000
Location: Bedford
We are working with a leading customer-focused housebuilder who, due to continued growth, has asked us to invite applications for the position of Customer Service Coordinator to join their Eastern region team.
Responsibilities:
1. Ensure defects are attended to in a reasonable timescale.
2. Promote client interface with Building Housing Managers and Maintenance Managers.
3. Encourage a culture of cost control and recovery on site through specification of works and adherence to contra charge procedures.
4. Act as an ambassador for the company and attend appropriate corporate and handover events.
5. Support new ideas to improve the quality of build and after-sales service.
6. Plan, prioritise, and organise daily workloads.
7. Oversee 12 months close of defects inspections on Housing Association properties.
8. Specify remedial works, allocate appropriate subcontractors, and supervise completion.
9. Submit progress reports to the Senior Coordinator & Customer Care Manager.
10. Maintain accurate audit trails and ensure documentation is filed in an organised manner.
11. Assess performance and work quality of subcontractors and report issues to the Senior Coordinator & Customer Care Manager.
12. Ensure improvement in customer satisfaction ratings.
13. Always ensure compliance with Health and Safety procedures.
Experience:
1. Experience in a similar role.
2. Able to think strategically and coordinate complicated work programmes.
3. Demonstrate excellent interpersonal skills in dealing with internal and external customers.
4. Confident with excellent negotiation skills.
5. Stay calm, professional, efficient, and display patience when dealing with customer complaints.
6. Recognise the importance of customer service and meet required standards.
7. Able to evaluate and analyse information logically.
8. Good technical knowledge of house building, including electrical, plumbing, and understanding of defects and specification of remedial works.
9. Able to evaluate and assess technical and commercial issues and make informed decisions.
10. Self-motivated, working as part of a team and under own initiative.
11. Able to motivate both internal and external workforce.
12. Able to work independently to both commercial and delivery functions ensuring impartial aftersales service.
13. Intermediate skills in Microsoft Excel and Word.
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