Customer Service Coordinator

Customer Service Coordinator role

£26,000 - £29,000

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.

• To be responsible for ensuring defects are attended to in a reasonable timescale.
• Promote client interface e.g. Building Housing Managers and Maintenance Managers relationships.
• To promote a culture of cost control and recovery on site through specification of works and adherence to contra charge procedures.
• To be an ambassador for the company and attend appropriate corporate and handover events.
• Support in new ideas to improve the quality of build and after sales service.
• Plan, prioritise and organise workloads daily basis.
• Oversee 12 months close of defects inspections on Housing Association properties.
• Specify remedial works, allocate appropriate subcontractors and supervise this up to completion.
• Submit progress reports to the Senior Coordinator & Customer Care Manager.
• Maintain accurate audit trails and ensure documentation is filed in an organised manner.
• Assess performance and work quality of subcontractors, and report issues to the Senior Coordinator & Customer Care Manager.
• Ensure improvement in customer satisfaction ratings.
• Always ensuring compliance with Health and Safety procedures.

Experience:

• Experience in a similar role.
• Able to think strategically and coordinate complicated work programmes.
• Demonstrate excellent interpersonal skills in dealing with internal and external customers.
• Confident and able to demonstrate excellent negotiation skills.
• Must be able to stay calm, professional, efficient and display patience when dealing directly with customer complaints.
• Recognise the importance of customer service and meet the standards required when dealing with both internal and external customers.
• Able to evaluate and analyse information in a logical manner.
• Good technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works.
• Able to evaluate and assess technical and commercial issues and make informed decisions.
• Self-motivated, working as part of a team under own initiative.
• Able to motivate both internal and external workforce.
• Able to work independently to both commercial and delivery functions ensuring our aftersales service is impartial.
• Intermediate skills in Microsoft Excel and Word.