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Kate Lancaster

Ref No: KL60720790

Date Posted: 19-Jan-21


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Customer Care Coordinator - Southampton - Permanent



£25,000 per annum


Customer Care Coordinator - Permanent - £25k - Southampton 

My client are an Award Winning House Builder and are looking for a Customer Care Coordinator to join their team. 2021 will be an exciting time for this individual to develop customer care skills and join a thiving team within a busy department. My client are looking for a professional who has a passion to deliver the highest level of customer service, preferably with a working construction background. 

Reporting to the Customer Care Manager, managing all customer-related issues through to resolution, by direct communications with internal and external Customers. Along with coordinating the administration of the department to ensure it operates efficiently and effectively.

You will be expected to:

  • Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority
  • Fully adhere to the BDW standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction
  • Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s IT system
  • Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day
  • Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues
  • Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty and in line with the company’s stated Service Level Agreements
  • Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost effective manner
  • Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels
  • Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable
  • Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently
  • Provide administrative support for the Department, to include, handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs for internal meetings
  • Undertake post-completion satisfaction calls to customers
  • Update weekly reports and distribute to relevant personnel
  • promote and act in accordance with all Group values, systems, policies and procedures
  • Carry out the other appropriate ad hoc duties as and when required
What you'll need?

To be successful in the role, they are looking for:

  • Experience of working in a professional secretarial/administration role
  • Previous experience in a demanding and fast paced customer service environment
  • Excellent communication skills, both written and verbal
  • Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills
  • A strong team player, supportive of colleagues
  • Assertive and tenacious individual, with an ability to influence others and be resilient to challenging Customer demands
  • Self–discipline, with excellent time management skills and the ability to coordinate a number of priorities
  • Ability to multi-task, and work efficiently and accurately under pressure
  • A professional, assertive and pleasant manner in dealing with internal and external customers and contacts

For more information please contact Kate Lancaster on 07557097508


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