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Salary: 25K per annum
Reports to: Customer Service Manager
Scope of Role:
The Facilities / Customer Service Coordinator will oversee the daily management of incoming calls and administration related to both new and ongoing customer issues. This role predominantly administration and customer service focused and involves allocating resources, including Maintenance Operatives and contractors, to address work required in customers' homes. Additionally, the coordinator is responsible for collecting and managing information and data for analysis and escalating customer issues when necessary.
Key Responsibilities & Duties
- Meeting and greeting clients and customers in the office.
- Offering a first class customer service experience for visitors
- Managing the company email inbox and telephone.
- Recording and logging the outcomes of all customer communications in MS Excel.
- Tracking and managing the resolution of reported issues and defects.
- Building close working relationships with relevant team members and departments.
- Preparing and issuing regular reports on identified issues.
- Writing clear and concise communications to customers.
- Ensuring proper allocation of work to the appropriate team members.
- Coordinating and balancing the schedules of team members.
- Ensuring the availability of necessary materials for resolving issues.
- Maintaining reasonable timelines for resolving customer issues and keeping customers informed throughout the process.
- Following the procedures for handling complaints and escalated issues.
- Referring challenging or complex customer issues to the appropriate manager.
- Conducting follow-up satisfaction calls to customers.
Knowledge & Skills
Knowledge:
- A reasonable understanding of the construction process.
- Broad knowledge of various trades and the role of subcontractors.
- An understanding of the work of other disciplines within the company.
- Proven experience in a similar role is highly desirable.
- Exceptional telephone and administrative skills.
- Knowledge of the Construction process
- Ability to prioritise workload effectively.
- Ability to maintain customer confidentiality.
- Excellent verbal and written communication.
- High proficiency in MS Office programs.
- Ability to present a credible and professional image to colleagues and customers.
- Self-motivated and proactive.
- Always portray a positive image of the company and operate in a best practice mindset.
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