Customer Care Coordinator - Tamworth, United Kingdom - TSR

TSR

Verified Company

Tamworth, United Kingdom

3 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

TSR are recruiting alongside a 5* housing developer who are seeking a Customer Care Coordinator on a 12 month fixed term contract to start ASAP.

Main purpose of the role

The main purpose of the role is to provide an efficient and effective customer care service, liaising with customers, contractors, site and management teams whilst maintaining effective working relationships. To manage and continually improve the CustomerService experience for our customers to support our ambitions to be a 5star builder and a leader in Customer Service in the homebuilding industry. To understand, implement and adhere to HSS policy and strategy

Key Accountabilities

To liaise with all customers and subcontractors to establish an excellent after sales/maintenance response to all complaints / queries
To be professional, courteous and punctual in all dealings with customers and our external partners
Ensure all remedial works are monitored and that all relevant work is completed to the required standard within the agreed timescales
Liaise with customers, suppliers, site managers and subcontractors to ensure that all associated works are carried out at agreed times
Ensure all materials and labour required is available prior to starting works
Ensure the customer care / after sales image by personally contacting customers two weeks after legal completion to ensure the customer is happy and satisfied
Plan and monitor the work of the customer care supervisor in advance to ensure continuation of work
Liaise with Site Managers, Contracts Managers and Construction Director prior to arranging any meetings with customers for the Customer Care Manager
Produce all relevant documentation relating to customer care accurately and in a timely manner
Responsible for updating COINS system in a timely and efficient manner to ensure accuracy of customer database
Responsible for collating / maintaining the 28 day customer care questionnaire
Maintain an efficient, effective filing system
Monitor and report to the Customer Care Manager the performance of the subcontractors
Report any continually occurring problems encountered by the Customer Care Manager to ensure these can be rectified and the source of the problem identified
Effectively liaise with management, maintenance supervisor, subcontractors and suppliers to ensure minimum response times to customer care issues

Applications