Customer Care Coordinator - New Homes
Customer Care Coordinator
Chelmsford
New Build Housing developer
Howells are currently recruiting for one of the country's most successful Housing Developers who are looking to recruit an organised and driven Customer Care Coordinator for their Chelmsford office. They are a multi awarded winning business with a reputation for providing fantastic training, development and progression.
In your role as Customer Care Co-ordinator you will be responsible for your own sites as the main point of contact. The successful candidate must be organised and adaptable with attention to detail and self-motivated to succeed along with the ability to work well under pressure both individually and as part of a team. Interacting with new homeowners, site managers, customer care-technicians and sub-contractors on a daily basis you must have fantastic communication skills. The ability to remain calm when under pressure and proactively problem solve using resources available due to the conflicting priorities the team face on a daily basis.
Customer Care Coordinator Key Duties:
Fully adhere to the companies standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction
Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded
Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day
Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues
Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with the company's stated Service Level Agreements
Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost effective manner
Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels
Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable
Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently
Provide administrative support for the Department, to include, handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs for internal meetings
Undertake post-completion satisfaction calls to customers
Update weekly reports and distribute to relevant personnel
promote and act in accordance with all Group values, systems, policies and procedures
Carry out the other appropriate ad hoc duties as and when requiredCustomer Care Coordinator Salary and Benefits:
You will be working for a modern, forward-thinking business; that believes the strengths, skills and personalities of their people are the key to the groups success. This is a full time, permanent role for which you will receive a competitive salary and bonus scheme as well as role dependant additional benefits.
To be considered for this Customer Care Coordinator role, please apply and we will contact you as soon as possible.
Applications
If you feel that you have the relevant experience to be successful in this position and would like to find out more please apply online today attaching a copy of your current CV. Alternatively contact us on (phone number removed).
Howells Solutions are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence. Howells Solutions acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies
Chelmsford
New Build Housing developer
Howells are currently recruiting for one of the country's most successful Housing Developers who are looking to recruit an organised and driven Customer Care Coordinator for their Chelmsford office. They are a multi awarded winning business with a reputation for providing fantastic training, development and progression.
In your role as Customer Care Co-ordinator you will be responsible for your own sites as the main point of contact. The successful candidate must be organised and adaptable with attention to detail and self-motivated to succeed along with the ability to work well under pressure both individually and as part of a team. Interacting with new homeowners, site managers, customer care-technicians and sub-contractors on a daily basis you must have fantastic communication skills. The ability to remain calm when under pressure and proactively problem solve using resources available due to the conflicting priorities the team face on a daily basis.
Customer Care Coordinator Key Duties:
Fully adhere to the companies standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction
Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded
Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day
Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues
Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with the company's stated Service Level Agreements
Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost effective manner
Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels
Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable
Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently
Provide administrative support for the Department, to include, handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs for internal meetings
Undertake post-completion satisfaction calls to customers
Update weekly reports and distribute to relevant personnel
promote and act in accordance with all Group values, systems, policies and procedures
Carry out the other appropriate ad hoc duties as and when requiredCustomer Care Coordinator Salary and Benefits:
You will be working for a modern, forward-thinking business; that believes the strengths, skills and personalities of their people are the key to the groups success. This is a full time, permanent role for which you will receive a competitive salary and bonus scheme as well as role dependant additional benefits.
To be considered for this Customer Care Coordinator role, please apply and we will contact you as soon as possible.
Applications
If you feel that you have the relevant experience to be successful in this position and would like to find out more please apply online today attaching a copy of your current CV. Alternatively contact us on (phone number removed).
Howells Solutions are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence. Howells Solutions acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies