Key Purpose of Role
To be responsible for the daily management and administration relating to all customer issues and escalation of customer complaints, taking ownership until satisfactory resolutions are attained.
Working closely with the Customer Service Manager to collate management information and data for analysis.
Key Duties / Responsibilities
- Monitor own email inbox and the customer service departments email inbox.
- Record the outcome of all telephone calls, and emails from customers and contractors.
- Monitor customer and issue handling through reporting, ensuring all records are updated to provide accurate information on reports.
- To coordinate the scheduling of the Customer Service Operatives diaries.
- To ensure the correct allocation of works; to the Customer Service Operative team, the existing site teams and / or contractors to resolve issues that have arisen in new customer homes.
- Organise resources and materials for works to be carried out, prior to attendance, and ensure materials are available in store and on site as required.
- Process PO’s, invoices and undertake any contra- charging process.
- Manage the work of contractors and report inadequate contractor outcomes to the Customer Service Manager.
- Maintain reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home.
- Address unsuccessful or inadequate remediation of customer issues.
- To ensure the out of hours services, and reporting work effectively.
- Maintain complaint spreadsheets and provide weekly updates to the management team.
- Acknowledge and correspond with complainants within agreed timeframes.
- To ensure surveys and reports from external bodies, including contractors are maintained.
- Be professional with internal, external staff and customers.
Person Specification: Customer Service Coordinator
Skills / Attributes
Description
Qualifications
Qualified by experience.
Experience
Experience of working in a similar role in a house building company (desirable).
Key knowledge and skills
Ability to; work independently and within a team, prioritise work and take initiative.
Ability to work well under pressure in a fast-moving environment.
Excellent verbal and written communication skills.
Excellent organisational skills.
Personal attributes
Excellent communicator and highly motivated.
