Customer Care Coordinator

WE ARE RECRUITING!!

VERTO ARE LOOKING FOR A CUSTOMER CARE COORDINATOR TO JOIN OUR TEAM

Founded in 2010, we are the UKs leading sustainable housebuilder. We only design, build and sell homes that produce zero carbon emissions and we are constantly seeking innovative new materials and technologies which offer the highest levels of energy efficiency. Our goal is to change the way we live by changing the homes we live in.

Nearly a quarter of carbon emissions come from buildings. So, were building some of the UKs most advanced sustainable smart homes, creating the perfect environment inside, without harming the environment outside. Come for the vision, stay for the challenge. Work with us and help us make zero carbon living a reality through our fight for zero on the home front.

You cannot build homes like no other if youre thinking and working like everyone else. Because we want a different outcome, a zero-carbon reality, we encourage and value different perspectives. Your perspective. Your expertise and insight. Together, they lead to better conversations, better ideas and, ultimately, a better way for everyone to live.

Theres a place for compromise, but its not in the home. Creating a Zero Carbon Smart Home means building to precise standards and minute tolerances. No corner-cutting or making-do. Our highly skilled construction team is committed to the highest standards of building excellence.

If you too have an eye for detail, and believe there is a better way to live, be sure to get in touch and find out more about the exciting roles available.

CUSTOMER CARE COORDINATOR: YOUR ROLE

The position available offers a unique opportunity to assist in delivering our Zero Carbon Smart Homes to our communities. The Customer Care Coordinator will be the primary support to our customers working closely with the Construction Director and Aftercare team.

YOUR BENEFITS

Type:Full time, Permanent, Monday to Friday

Salary and Benefits:

• Highly Competitive Salary (Dependent on Experience and Qualifications)
• Extremely Favourable Performance Driven Bonus Package
• 30 Days Annual Leave plus Bank Holidays
• Company Mobile
• Company Pension Scheme
• Private Health Insurance (incl. Immediate Family)
• Serious Progression Opportunity
• Employee Referral Programme
• Perks at Work Store Discounts

JOB DESCRIPTION CUSTOMER CARE COORDINATOR

Reporting to:Construction Director

Delegating to:External Staff (Subcontractors and trades)

Working with:Internal: Site Managers, directly employed site staff, Construction Director, Sales department, Commercial Department

External: Sub-contractors, Customers, Members of the public

Main Objectives:

Experienced with construction knowledge, coupled with the drive to provide excellent customer services, you will;

• Be the first point of contact for customers.
• Work closely with the Construction Director and Aftercare Manager to assist in supporting our customers.
• Assist in liaising with the Construction team and Sub-Contractors.
• Co-ordinating and overseeing agreed snagging work.

Duties and Responsibilities:

The following list of duties and responsibilities is intended to reflect the principal elements of the Customer Care Coordinators role only and is therefore not exhaustive;

• Be the first point of contact for customers, via telephone, email and in person.
• Work closely with customers and Sub-Contractors to organise and schedule work, communicating effectively.
• Assist in property handovers where necessary.
• Review completed snagging work for approval and sign off.
• Advise customers of agreed works and schedule trade appointments.
• Advise that items not covered by warranty will not be actioned, with detailed reason, why.
• Agreed works to be clearly reported back to the Construction and Commercial team with supporting detail of labour, subcontractors, materials, equipment and timescales required to complete works efficiently.
• Ensure that all customer issues are dealt with quickly, professionally and to their complete satisfaction.
• Build robust relationships and liaise regularly with the Construction, Commercial and Sales Departments to ensure customer issues are responded to quickly and professionally.
• Assign and organise snagging work required to respective trades.
• Communicate important customer care issues to the Aftercare Manager and/or Construction Director (and Directors where appropriate) for review on a weekly basis.
• First point of contact for all appointed Sub-Contractors completing snagging works.
• Collate and maintain individual development snagging reports.
• Promote and act in accordance with all company values, systems, policies and procedures
• Document preparation, snagging forms, booklet

PERSON SPECIFICATION CUSTOMER CARE COORINATOR Essential criteria relevant to the job

(Requirements necessary for safe and effective performance in the job)

Skills knowledge and aptitude

• Proactive and self-motivated.
• Effective time management efficient and adding value to projects.
• Ability to prioritise and able to work under pressure.
• Ability to establish and maintain good working relationships with clients, colleagues and Sub-Contractors.
• Ability to demonstrate a flexible approach to work.
• A high level of drive and energy to ensure that contracts are managed safely.
• Can demonstrate being a self-motivated team player and a good communicator.

Qualifications and training - essential

• Demonstrable ability to deal with people across a wide range of levels.
• Experience in maintenance and snagging requirements.
• Proven track record in Customer Care/Service in a fast-paced business environment.
• Process driven, with a positive attitude and strong focus to ensure the highest quality of service is provided to our clients.

Qualifications and training - desirable

• Good level of IT literacy.
• Technical experience within Construction.
• Ability to remain focused and calm in pressured situations.
• Ability to proactively, problem solve using the resources to hand.
• Excellent communications skills in dealing with customers.
• Excellent all-round knowledge of MS office.

Special requirements

• Current full UK driving license