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Consultant

Kate Lancaster

Ref No: KL23102100

Date Posted: 14-Nov-19

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Customer Care Co-ordinator

Reading

Administration

£25.00 - £30.00 per annum

Permanent

Customer Care Coordinator - Temp to Perm - 25k-30k

Main purpose of Job

To facilitate in-depth Customer Care from the point of customers completion on a property through the 2 year warranty period and beyond of required.

Key Skills/ Capabilities

  • Customer focused
  • Team player
  • Action/Result orientated.
  • Effective influencer
  • Professional telephone manner
  • Excellent letter writing ability
  • IT literate, preferably as a minimum in the use of Word, Excel & Outlook.
  • Resilient

Principal Activities & Responsibilities

  • Man Customer Care calls during normal hours of operation to provide customers with excellent service by responding in a timely fashion to any queries and defect issues raised through investigating and liaising with sub-contractors. Customer Service Managers and Maintenance Technicians/Engineers.
  • Record reported warranty defects and all contact with the customer, whether by telephone, letter, email on-site or through sub-contractors, on Company’s database. Also record all contact relevant to that customer and defect, with contractor, sub contractor, surveyors, and other associated parties. Once necessary works have been completed, update database accordingly.
  • Responsible for co-ordinating diary appointments for Maintenance Technicians/Engineers and bookings for Customer Care Managers and sub-contractors. Accountable for all the allocation and prioritisation of time and resource of Maintenance Technicians/Engineers and sub-contractors in order to obtain effective resolution of customer defects.
  • Provide follow up correspondence to each customer enquiry, confirming in writing the main points of discussion and the actions in-hand to resolve the reported defects or issues raised. Type up inspection reports and internal correspondence as necessary.
  • Raise orders on the company finance database and prepare associated documentation to ensure payments can be made efficiently.
  • Produce work schedules and allocate as appropriate Maintenance Technicians/Engineers, Customer Care Managers and sub-contractors.
  • Produce reports from database as required.
  • Order any necessary materials and ensure delivery and availability on dates booked for works.
  • Update files with information relating to sites as back-up for rectification or warranty defects.
  • Render administrative support to Customer Care Managers including correspondence and general customer communication
  • Follow up on customer feedback via customer surveys in close-cooperation with Customer Service Managers.
  • Strive to achieve gains in Customer Satisfaction ratings as reported by In-house Research.
  • Accountable for the service provided to dedicated customer base e.g. ownership of specific sites.
  • Carry out day to day office administration to drive smooth running of the department.
  • Provide operational cover for colleagues during sickness , leave, training etc.

For more information please call Kate Lancaster on 07557097508 or email k.lancaster@oandb.co.uk

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