Customer Care Co-ordinator

My client are looking for a professional, approachable and customer focused individual to join their Customer Care team. The ideal candidate will have excellent communication skills whilst being able to adapt to a fast-paced customer service environment.

Required Personal Qualities, Background & Qualifications:

• Experience of working in a professional secretarial/administration or Customer Care role, ideally within construction is preferred.
• Exceptional Customer Service skills, face-to face, over the phone and written.
• Natural problem-solving ability, strong organisational skills and react positively to change.
• High level of discretion and attention to detail is essential.
• Ability to adapt between dealing with different Stakeholders, clients, residents and trades.
• Comfortable working in a fast-paced and demanding environment.
• Extremely quick learner and good listener. Know when to ask questions.
• Ability to work in a team environment as well as independently. Team player is critical to the role.
• Computer literate - competent with Microsoft Office applications and willingness to learn unfamiliar software /technologies.

Main Responsibilities.

- Deal with all means of communication and admin that relate to Customer Care.

- Being a point of contact for owners, agents, trades and clients with queries relating to defects on completed and retained developments.

- Resolving any validated complaints in a quick and efficient manner, seeking direction where required

- Ensuing that any work carried out coincides with the purchaser’s satisfaction.

- Designating any Customer Care Technicians, suppliers, and sub-contract trades when any defects issues arise

- Making appointments in line with any co-ordinating diaries of the Customer Care Technicians suppliers, and sub-contract trades

- Updating and maintain snagging/defect records daily and accurately.

- Where required, chasing trades/suppliers for updates.

- Bringing to the attention of the Construction and Technical teams’ persistent faults

- Designating the works successfully whilst ensuring the management of costs are minimised

- Creating Homeowner Guides for our developments.

- Chasing up all necessary documentation from Contractors as well as the Site and Technical teams for Handover Packs & saving these in the relevant folders

- Liaising with our Housing Associations clients to ensure everything is as per their requirements.

- Assist the Site Teams with the preparation of a site for completion but carrying out regular site visit and completing plot quality control sign off.

- Actioning snagging reports for EOD inspections

- With the assistance of the Construction Team, obtain serial numbers for appliances and registering the guarantees for properties that are being retained for rental

- Take meter readings and accurately update these to the relevant utility providers.

- Tagging key seats as necessary.

- Coming up with innovative ideas / ways to improve processes