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Andy Djuritschek

Ref No: AD27112135

Date Posted: 23-Dec-19

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Customer Service Coordinator

Birmingham

Office Administration

£20,000 - £24,000 per annum

Permanent

Job Purpose

Manages customer concerns, striving to provide exceptional Customer Service and assists in the development of Customer Service standards, policies and procedures

Responsibilities

  • Ensures all valid defects and maintenance requests are dealt with, organising completion of works identified at the Handover Meeting within the agreed timescales

  • Acts as the first point of contact to answer and deal with all calls and enquiries relating to the developments

  • Proactively updates COINS reports to ensure the system is kept up to date

  • Delivers consistently high-quality and professional customer service, to internal and external customers by telephone and in written communications

  • Seeks to continually improve customer satisfaction

  • Implements systems and procedures to enable all maintenance requests received from internal and external customers to ensure they are resolved within agreed timescales

  • Maintains regular communication with Maintenance Technicians, Site Managers, Contractors, Managing Agents, the Sales Team and NHBC

  • Allocates work to the Maintenance team within agreed timescales, managing the Maintenance Technicians’ diaries

  • Updates customers and reporting 

  • Reports issues with defects management

  • Manages customer complaints to reduce escalation

  • Promote and lives the values of the client 

  • Maintain knowledge and adhere to relevant Group Policies and Procedures, Legislation and Regulations

    Requirements

  • Understands importance of Quality standards and procedures and the requirement needed to achieve and maintain 5* status

  • Excellent telephone manner

  • Excellent communication skills, both verbal and written

  • Excellent listening skills, understanding customer requirements

  • Proactive and able to take initiative

  • Flexible in approach

  • Competent user of MS Word, Excel and Outlook

  • Experience within the New home environment beneficial but not essential

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