Customer Care Coordinator

Our client is a leading housebuilder in the North West region, committed to delivering high-quality homes and exceptional customer service. With a strong focus on innovation and sustainability, they are determined to enhance the lives of their residents.

Job Description:
They are seeking a dedicated Customer Care Coordinator to join the team and play a pivotal role in ensuring their customers receive outstanding support and assistance throughout their homeownership journey. The successful candidate will have excellent communication skills, a proactive approach to problem-solving, and a passion for delivering exceptional customer service.

Duties and Responsibilities:

1. Customer Liaison: Serve as the primary point of contact for homeowners, addressing inquiries, concerns, and requests promptly and professionally.
2. Issue Resolution: Coordinate the resolution of customer issues and complaints, liaising with internal departments and external contractors to ensure timely and satisfactory outcomes.
3. Home Inspections: Arrange and conduct home inspections with homeowners to identify and rectify any defects or issues, ensuring compliance with company standards and regulatory requirements.
4. Documentation Management: Maintain accurate records of customer communications, issue resolutions, and warranty claims, utilising our CRM system effectively.
5. Warranty Administration: Manage the warranty process, including the submission and tracking of warranty claims, and coordinate any necessary repairs or replacements.
6. Post-Sales Support: Provide ongoing support and guidance to customers following the completion of their home purchase, assisting with queries related to maintenance, warranties, and community amenities.
7. Customer Feedback: Gather feedback from homeowners through surveys and follow-up calls, identifying areas for improvement and implementing corrective actions as necessary.
8. Team Collaboration: Collaborate closely with colleagues in sales, construction, and aftercare departments to ensure a seamless customer experience from sale to settlement.
9. Continuous Improvement: Proactively identify opportunities to enhance the customer care processes and procedures, contributing to the ongoing improvement of service delivery.

Requirements:

• Previous experience in a customer service role, preferably within the construction or property development industry.
• Excellent communication skills, both verbal and written, with the ability to empathise and build rapport with customers.
• Strong organisational skills and attention to detail, with the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Proficiency in Microsoft Office suite and CRM software.
• Knowledge of relevant legislation and regulations related to new home construction and warranty management (desirable).

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.