Customer Service Coordinator

Assistant Recruitment Business Partner at Vistry Group

We have a fantastic opportunity for a Customer Service Coordinator to join our team within Vistry Thames Valley, at our Reading office. As our Customer Service Coordinator, you will liaise with customers, partners, technicians and subcontractors to ensure the completion of customer service cases within a timely manner and within SLA. You will be dealing with customer concerns received by telephone or email, appointing contractors to deal with any snagging or defects that arise in our homes.

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

• Competitive basic salary and annual bonus
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 volunteering days per annum
• Private medical insurance, with employee paid cover
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 × your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits

• Deal with customer service matters received by email or phone, and address customer issues in a prompt and organised way and in line with SLA’s to ensure a positive customer journey.
• Issue instructions to sub‑contractors and follow up to ensure prompt resolution.
• Follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28‑day period.
• Deliver excellent customer service, understanding and empathy to our customers to ensure a positive customer journey.
• Communicate effectively and regularly with internal departments and form excellent working relationships as part of the larger team.
• Carry out general administrative duties, always ensuring our database system is up to date.
• Ensure all customer service KPIs are in line with company guidelines.
• Maintain an awareness of the company health and safety requirements and ensure these are adhered to at all times.

• Behave in line with our company values – Integrity, Caring and Quality.
• Previous experience working within a fast‑paced similar environment.
• Good understanding of Microsoft Office, Excel, Outlook.
• Ability to handle complaints and difficult situations.
• Patience and calmness under pressure.
• Good planning and organisation skills.
• Problem solving and decision‑making skills.
• A polite, tactful, and assertive attitude.
• Excellent communication skills.
• Good team working skills.
• A commitment to work as required to meet the needs of the business.

• 5 GCSE’s or equivalent including Maths & English.
• A Customer Service qualification.
• Experience working for a residential house builder ideally within the customer facing environment.
• An understanding of building regulations and legal obligations.
• A good understanding of written English grammar.
• Ability to touch‑type.