Customer Care Coordinator

Customer Care Co-Ordinator  - Exeter

Full-time - office-based

Monday to Friday - 9am to 5pm (1 hour lunch)

Competitive salary plus achievable bonus following completion of 6 month probation

25 days holiday entitlement plus bank holidays rising to 28 days after completion of 5 years service

My client are a FTSE 100 listed company and a leader in serving local communities across the UK. 

They are excited to be recruiting for a Customer Care Coordinator. This role reports into the Customer Care Manager.

The Customer Care Coordinator will communicate with customers, site managers, directly employed maintenance operatives and contractors to encourage customers to provide them with information about any problems that they may have, to record that information carefully on the computer system and to arrange for the problems to be addressed as quickly as possible by coordinating appointments, labour and parts.

The role will include:

• Providing an effective support function to homeowners
• Ensuring communications with customers regarding defects are dealt with in a professional and timely manner, adhering to Customer Care Policies and Procedures
• Work closely with other departments across the company (i.e., Construction, Sales, Surveying and Technical) to ensure communication is optimal and the company achieves its KPIs
• Responding to incoming communications from homeowners in accordance with company guidelines
• Issuing works orders to maintenance operatives and sub-contractors and monitoring progress through to completion
• Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout team
• Carrying out general administration duties

Skills & Experience required

• Previous Customer Care experience within a fast paced and busy environment
• Experience within the housing or construction industry is desired but not essential
• The successful candidate must have excellent communication skills and attention to detail when capturing and logging customer information
• The ability to remain calm and focussed in pressurised situations, with proactive problem solving skills
• You must be IT literate, with a good working knowledge of Word, Excel and Outlook
• Knowledge of COINS is an advantage but not essential as training will be provided

Package

The Salary & Benefits package

• Contributory pension
• Life cover
• Healthcare
• Bonus