Customer Care Coordinator

Customer Care Coordinator

A leading house builder have a requirement for a Customer Care Coordinator to join their Customer Care team based in Warrington.

Customer Care Coordinator role

Your role will involve managing all customer-related issues through to resolution, by direct communications with our internal and external Customers a long with coordinating the administration of the department to ensure it operates efficiently and effectively. Duties and responsibilities:

• Adhere to the company Customer Care policies and procedures, ensuring all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction
• Ensure all contact (calls, emails, online, Social Media) received are handled professionally and courteously, and recorded on the system
• 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 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
• 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 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

Skills & experience required:

• Previous experience in a similar role within property/new build housing
• 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

In return for your skills, the company are offering a competitive salary and a comprehensive package including bonus, private medical insurance, 26 days holidays + bank holiday and a choice of flexible benefits. The company also offer hybrid working (2 days working from home on a rota basis).

If you are interested in the Customer Care role, please contact Deena at Fawkes & Reece or apply via the link provided.