Here at Atkins Search, we are recruiting for Customer Care Coordinators for a prestigious 5* NHBC rated developer based in Northampton. We are looking at multiple positions in the Northamptonshire regions, and are also open to entry level applications.
This opportunity is to work for one of the leading developers in the nation, and to be a part of the 5* status that comes with them. They’re well-known for employing the best in the industry to drive the business forward, for continuously investing in and supporting their own staff members, and for consistently providing a renowned and excellent workplace culture for their staff.
Who you’ll be working for as Customer Care Coordinator?
By being committed to doing the right thing, they give back where they can by putting customers first, tailoring their opportunities for all those who wish to join the business, and help them stay one step ahead, all while building the best quality homes that are available to us here in the UK.
Our client is building an organisation that welcomes all people with drive and talent that wish to pursue the career they want. They’re building a culture where anyone, regardless of gender, race, sexual orientation, disability, background or any other characteristics, can progress and be proud to work with them.
What you'll be doing as Customer Care Coordinator?
The Customer Care team make sure home buyers receive the very best care following their home buying experience.
Being in a customer-facing role with our client is a little bit different than most businesses. Their customers expect their homes to be of the highest standard, and you’ll make sure they are, by being on hand with answers and practical help.
Because of the things you’ll be dealing with, our client looks, ideally, for construction or building experience. More importantly than that though, is your passion for quality and professionalism.
Reporting to either the Head of Customer Care/Customer Care Manager or Customer Care Office Manager, to support the Head of Customer Care in managing all customer-related issues through to resolution, by direct communications with our internal and external Customers. Along with coordinating the administration of the department to ensure it operates efficiently and effectively.
The roles and responsibilities of a Customer Care Coordinator:
Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority
Fully adhere to the 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 in the Company’s iCARE IT system
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 Build mark 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 required Assist customers with final designs, extras, and additional interior finishes on their new homes
Effective lead follow up skills to convert enquiries to site visits
Utilise our Sales methodology, schemes and incentives effectively to close a sale
Achieve sales targets in line with business requirements
To be successful in the role of Customer Care Coordinator, we are looking for:
Experience of working in a professional secretarial/administration role
Previous experience in a demanding and fast paced customer service environment
Excellent communication skills, both written and verbal
Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills
A strong team player, supportive of colleagues
Assertive and tenacious individual, with an ability to influence others and be resilient to challenging Customer demands
Self–discipline, with excellent time management skills and the ability to coordinate a number of priorities
Ability to multi-task, and work efficiently and accurately under pressure
A professional, assertive and pleasant manner in dealing with internal and external customers and contacts
· Competitive Salary
· Competitive Bonus Scheme
· Private Medical Insurance – Single Cover
· 26 days holiday (increase by 1 day for every 3 years continuous service up to 29 days)
· Choice of Flexible Benefits
· Enhanced Family Friendly Policies
Atkins Search act as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. We specialize in Construction, Consultancy, Residential and Infrastructure recruitment and service the East and West Midlands, South Yorkshire, Staffordshire, Lincolnshire, Peterborough and Northern Home Counties regions.