Customer Care Coordinator

Customer Care Coordinator needed in Manchester!

Working with a national PLC 5-star house builder we're currently recruiting for a Customer Care Coordinator.
Our client operate from over 20 regional offices throughout the UK.
Their North West office are currently looking to recruit an experienced Coordinator for their Customer Care / After Care Department.

The wider department currently has circa 650 plots in warranty. Each Coordinator is responsible for no more than x3 sites and 150 plots, each.

About the role:

The Customer Care Coordinator will communicate with customers, site teams, directly employed maintenance operatives and secondary sub-contractors to ensure the customer experience from reporting of defects & snags, to completion & satisfaction is as smooth as possible through coordinating appointments, labour and parts.

You'll be one of a team of 6 at your level, working with a team of field based Technicians and reporting to an Office Manager and Departmental Head of Customer Care for the region.

Duties:

• Dealing with incoming calls, post and emails relating to Customer Care.
• Validating complaints and resolving problems quickly and efficiently, seeking direction where required.
• Co-ordinating Customer Care Technicians, suppliers and sub-contract trades to resolve issues and make appointments for attendance, through the co-ordination of diaries.
• Checking and ensuring work has been carried out to the purchaser's satisfaction.
• Updating and maintaining records using internal CRM system
• Bringing persistent faults to the attention of the Customer Care Office Manager or Head of Customer Care.
• Categorising works successfully, ensuring management of costs are minimised.
• Developing an understanding of the Social Housing Defect Reporting Process, and assisting with logging defects when required.
• Processing 5-7 Month Purchaser Reports in line with the Your New Home Guide.
• Attending meetings that may be necessary in the performance of your duties.
• Complying with and upholding company policies and procedures.
• Undertaking any additional tasks as may reasonably be required from time to time.
• Complying with Group HS&E policies.
• Carrying out general administration duties, daily.

Skills required:

• Customer service experience within a Construction/House building office environment.
• Experience in the use of CRM software.
• Experience with COINS system advantageous but not essential (training provided).
• Good verbal and written communication skills.
• Ability to multi-task with good time management.

Salary of up to 28,000 with additional benefits;

• up to 12% performance related bonus (split throughout the year)
• Additional Commission opportunities, based on successful survey scores.
• Contributory pension
• 33 days holiday entitlement (including bank holidays)

Office hours Mon-Fri (Apply online only).

Please call Emma from Building Careers on (phone number removed) / (phone number removed)

This position may not be for you, but feel free to call in for a quick chat so that we can find you more relevant work with some of our colleagues.

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I'm always happy to have a chat via DM if you prefer or it's easier during working hours when it may be difficult to chat on the phone.

INDC