Customer Coordinator - Dorking - c£25,000

Role: Customer Care Coordinator


Time: Monday to Friday, 8.30am - 5.30pm


Reporting to: Head of Customer Care


Location: Dorking


Job Description:


To provide a professional and efficient delivery of excellent customer care service to customers once they have moved into their new property, ensuring that all queries and issues are dealt with effectively and that purchasers are kept advised of progress.

Provide advise & support to enable the sub teams and customer service operatives to deliver an effective service.


As a Customer Care Co-Ordinator, you will be handling enquiries, prioritising competing customer needs whilst being pro-active in responding to and scheduling works and inspection visits.


Duties:



  • Making courtesy calls and booking welcome visits

  • Accurately diagnose defects; prioritise repairs and make appointments with customers for works to be completed

  • Liaise between customers and contractors to ensure that information is shared appropriately and accurately

  • Log all contact with customers and defects on systems

  • Deliver all services within the guidance of GDPR legislation

  • Work with colleagues to deliver a seamless service to all customers

  • Deliver a high standard of customer service to all customers, through a range of different formats, including phone and email

  • Establish the nature of defects through intelligent questioning, determining works required and arranging surveyor inspections for more complex works

  • Manage relationships with customers, contractors and colleagues, ensuring customers are kept informed at all times

  • Allocate jobs to the appropriate contractor via COINS, to ensure that it can be resolved effectively to meet our repair priority targets

  • Responsibility for identifying possible ‘contra-charge' situations and giving notice to sub-contractors where necessary


Ideal Candidate:



  • Ability to prioritise and organise tasks

  • Ability to build rapport with customers, colleagues and sub-contractors, maintaining excellent working relationships

  • Excellent IT, written and verbal communication skills

  • A sound knowledge of the development sector

  • A good understanding of common new home defects and the snagging process

  • Experience of delivering a high standard of customer service in a high pressured environment

  • Ability to communicate effectively at all levels

  • Patient, calm and empathetic

  • Self-motivated to deliver a high standard of customer service

  • Have exceptionally good all round organisational skills and the ability to meet strict deadlines through effective prioritisation

  • Committed team player

  • Confident telephone manner and the ability to handle complaints in a busy environment effectively

  • Taking ownership to ensure a situation is resolved efficiently and effectively


If this role sounds like something you would be interested in! APPLY NOW!















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