Customer Care Coordinator

Are you an experienced Customer Care Coordinator based in Commutable distance to County Durham and looking for a new challenge?

Our client is a privately owned regional housebuilder who is looking for a Customer Care Coordinator to join their team.  The vacancy is due to a colleague retiring after a long and successful career.  They pride themselves on working with local suppliers and hiring local people where possible and consider the wider community to make sure that their plans meet the needs of the community.

The position of Customer Care Coordinator is a key position within the business, forming a crucial part of the successful delivery of their homes and excellent customer satisfaction.  The successful candidate will be involved with all aspects of the customer care role, being the main point of contact for customers once they have moved into their new home. You will liaise with subcontractors and suppliers in respect of all customer care issues along with managing the diary of our Customer Care Technician.

Collaboration is key to the success of this role, working closely with construction, sales, and commercial departments as well as our subcontractors and suppliers.

Main Duties

• To liaise with all customers and sub-contractors to establish an excellent aftersales/maintenance response to all complaints/queries.
• To be professional, courteous, and punctual in all dealings with customers and our external partners.
• Ensure all remedial works are monitored and that all relevant work is completed to the required standard within the agreed timescales.
• Liaise with customers, suppliers, site managers, and sub-contractors to ensure that all associated works are carried out at agreed times.
• Ensure all materials and labour required are available prior to starting work.
• Ensure the customer care / aftersales image by personally contacting customers within two weeks from legal completion to ensure the customer is happy and satisfied.
• Plan and monitor the work of the customer care supervisor in advance to ensure the continuation of work.
• Liaise with Site Managers and the Construction Director prior to arranging any meetings with customers.
• Maintain an efficient, effective filing system, keeping records up to date at all time
• Monitor and report to the Management Team the performance of the sub-contractor
• Report any continually occurring problems encountered by the Customer Care Manager to ensure these can be rectified and the source of the problem identified.
• Effectively liaise with management, maintenance supervisor, sub-contractors, and suppliers to ensure minimum response times to customer care issues.
• Liaise with the external out of hours call handling provider.
• You will manage various relationships with internal and external stakeholders:
  External:
  • Customers.
  • Statutory Authorities.
  • Local Authorities.
  • Sub-contractors.
  • Suppliers.
  • Warranty Providers.

Internal:

• Senior Management Team.
• Commercial Team.
• Technical Team.
• Site Management Team.
• Home Sales Executives.
• Buyer.
• Finance Department.

Compensation

• Competitive salary depending on experience (£25k - £27K).
• Pension contribution (employee 5% employer 3%).
• 25 days holidays plus bank holidays.
• Discretionary performance related Company Bonus Scheme paid annually.

If you are interested in finding out more, please contact matt.cassady@linearrecruitment.co.uk or call 07749495879.