Customer Care Coordinator

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 to replace an existing long-serving employee who is set to retire in 2024.

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

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 an office environment.
Experience in the use of CRM software.
Experience with COINS system advantageous but not essential (training provided).
Educated to GCSE Standard (or equivalent) including English and Maths.
Good verbal and written communication skills.
Ability to multi-task with good time management.Salary of up to £25,000 with additional benefits;
OTE earnings (taking into consideration commissions built on survey scores & company bonus structure) is £27,000 - £30,000.

Ongoing opportunities for commission/bonus relating to HBF scores and personal performance.
Contributory pension
33 days holiday entitlement (including bank holidays)
Competitive discount on company built homes (dependent upon the property and location)Office hours Mon-Fri (Apply online only).
Opportunity of x1 day WFH option following successful passing of probation