Customer Care Coordinator

Our client, a National House builder with offices based in Newcastle is looking for a Customer Service Coordinator to join their growing team. They pride themselves on delivering excellent customer service to new homeowners and work collaboratively as a team to solve snagging issues as they arise. This is an excellent opportunity for someone with the right transferable skills to join a the team.  Full training will be provided as required. 

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.

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.
• 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.
• 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

• Salary for this role is £27,000.
• Pension contribution (employee 4% employer 5%).
• 26 days holidays plus bank holidays.
• Discretionary performance related Company Bonus Scheme up to 10% of annual salary.
• Working hours Monday - Thursday 8-5, Friday 8-3.

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