Atkins Search are currently working with a Lincolnshire based residential developer to recruit a customer care coordinator.
As Customer Care Coordinator, you will be responsible for ensuring the delivery of first class customer service for their care program throughout two year warranty. You will be reporting into the Customer Care Manager, to manage all related issues through to resolution, this will be conducted via email and telephone and will involve building relationships with both customer and sub-contractors.
As well as coordinating, you will be responsible for administration, ensuring you are keeping in line with company’s policies and procedures, making sure the department runs smoothly and efficiently.
Due to the nature or the role, you will ideally come from a construction or residential background. Most importantly, you will have a passion for delivering a first class customer service.
Ensure personal and team compliance with all relevant policies and procedures.
Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s system.
Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day.
Arrange the inspection and rectification of remedial enquiries where necessary to agree valid warranty issues within set KPI’s.
Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the Buildmark 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.
Provide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reports.
Undertake post-completion satisfaction calls to customers.
Work with the wider business to support growth and change.
To be successful in this position you will ideally;
Have industry relevant experience.
Have the ability to work independently.
Work under pressure in a fast-paced environment
Have the ability to prioritise work and use initiative.
Be a team player within the business.
Our client is an established residential developer based in Lincolnshire with enviable reputations for delivering quality homes.
Atkins Search act as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. We specialise in Construction, Consultancy, Residential and Infrastructure recruitment and service the East and West Midlands, South Yorkshire, Staffordshire, Lincolnshire, Peterborough and Northern Home Counties regions.