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Natalie Carr's headshot

Natalie Carr

Ref No: NC677215299

Date Posted: 8-Jul-21


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customer care coordinator



£25,000 - £29,000 per annum


previous experience of a similar role ideally in the house builder industry, be able to prioritise multiple deadlines and be extremely well organised and pro-active.

This is a very busy role, with the number one priority being able to deliver a first class customer experience for all our customers.

Purpose: Professionally receive service requests from customers and carry out
or coordinate any required action to efficiently and effectively resolve any issues in a timely manner (ensuring that the in-house Defect Management System is kept updated) whilst promoting the company
Responsible to: Office Manager
Responsibilities: • Represent and promote the  values effectively being
a Brand Ambassador;
• Answer all incoming calls within 3 rings in a professional and courteous manner;
• Log all incoming and outgoing communications on the Homebuilder system (in accordance with Company's policies and procedures);
• Identify issues which can be resolved over the phone and talk the customers through next steps;
• Coordinate all required works with the Customers, Service Managers and subcontractors ensuring that all defects are dealt with by the appropriate personnel (including sending defect notifications, following up and maintaining the Homebuilder duly updated);
• Achieve 88% Recommend, 88% Quality and 30 NPS on the 9 month survey ensuring that:
& Carry out calls following works to ensure satisfactory completion (and that results are duly recorded and reported);
& Carry out feedback calls regularly to all customers to guage and ensure satisfaction levels (no less than monthly);
• Chase-up outstanding defects daily and maintain the Homebuilder system updated;
• Arrange access into apartments as when required for inspections and / or maintenance works;
• Keep all customers (external as well as internal) fully updated at all times;
• Provide administrative support for the Department, such as, handling and responding to all customer correspondence, collate site/sales paperwork, filing, etc.
• Identify and progress contra-charges where necessary;
• Liaise and co-ordinate with the Construction, Technical and Sales
• From time to time as required by the business, provide support to Customer Experience colleagues on site;
• Departments to ensure Customer Service issues are minimised;
• Liaise with internal and external customers to ensure a smooth flow of information and work within the department as well as with ther internal / external departments and business partners;
• Liaise with Buying department — order materials as and when required;
• Support the department to ensure any issues that arise post- exchange are effectively and efficiently dealt with;
• Update weekly reports and distribute to relevant personnel;
• Any other ad-hoc duties as may be required.
Personal characteristics, qualifications & skills: • Intuitively customer focused;
• Exceptional verbal & written communication skills;
• Strong listening skills;
• Empathetic;
• Team player;
• Lateral / innovative thinker / problem-solver;
• Self-motivated & organised with exceptional time management skills;
• Thrives under pressure in a fast paced busy environment;
• Proven ability to learn systems;
• Intermediate to advanced level of proficiency with MS Office programs and a good standard of written English;
• Ability to generate professional correspondence unaided;


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