Customer Care Coordinator

My client, a growing house builder, are currently seeking a Customer Care Coordinator.

The Customer Care Coordinator will be the first point of contact for customers with any defects to raise or any general questions/queries. They will be coordinating remedial works with customers, nominated subcontractors and Maintenance Operatives. They will be providing timely, outstanding customer service to our customers to ensure resolution of issues within 30 days, as well as wider administrative support to the Customer Care team.

Role:

Handle all calls and email queries relating to developments within the Salesforce CRM and the Natterbox telephony system

Liaise with customers, contractors, maintenance team, suppliers and the NHBC to ensure that remedial issues are resolved in a professional and efficient manner and within the agreed time scales

Escalation of relevant issues to the Customer Service Manager and other departments

Liaise with the rest of the Customer Service Team to provide clear and consistent communication to the customers

Complete weekly customer service reports on thei caseload, demonstrating week-on-week progress with works

Provide diary management of the calendars for the Maintenance Operatives and Customer Service Managers to arrange appointments in an efficient manner

Adhoc administrative duties as required

About The Candidate

Ideally they will have experience in a similar role providing customers with an efficient, accurate and high-level quality service and have some knowledge of the house building process (not essential). This is a busy role managing a high caseload, therefore they will need to be able to prioritise their workload under minimal supervision, and be flexible in their approach to daily tasks.

Knowledge, Skills and Abilities:

Experience of providing outstanding customer service

A basic understanding of the house building process (preferable)

Excellent IT proficiency including use of MS Office software and CRM systems (preferably Salesforce)

Exceptional administrative and organisation skills and ability to prioritise their own workload

Ability to work under pressure

Excellent verbal and written communication skills