Customer Service Coordinator - White City, United Kingdom - Berkeley Group

Berkeley Group

Verified Company

White City, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Customer Service Coordinator provides a courteous, efficient and professional liaison between customers and contractors and all departments and representatives of St James.

The CS Coordinator is the first line of contact for customers initiating the process of raising defects/queries and provides overall administrative support to the wider team to ensure that communications and databases are maintained with accuracy.

Key Responsibilities

Provide first point of contact for customers, their agents and contractors
Attend customer appointments where required, either alongside contractors or independently to assess reported issue
Review, investigate, and execute necessary actions for issues reported from customer contact; maintaining complete and accurate records; and communicate to all stakeholders within an agreed timescale.
Effectively set and manage customer expectations while delivering excellent customer service; ensuring defects are dealt with promptly, efficiently and to the satisfaction of the customer.
Liaise with subcontractors and maintenance operatives to arrange inspection and works within a customer's property. This includes diary management of appointments and reviewing visit outcomes to determine next points of action.
Take responsibility for being the team's online database (C360) champion, ensuring this system and all other files/databases are always kept up to date
Collate information and compile monthly board reports
Prepare defect notifications, issue contracharges and orders for any necessary labour and materials, following up to ensure delivery and labour availability on date booked for works.
Escalate any issues where necessary to the Customer Service Manager and assist with arranging remedial works where required
Gain a basic understanding of all specifications for your allocated developments, including mechanical and electrical systems.
Liaise with contractors, managing agent and utility providers
Actively participate in team's drive to achieve Zero Defects Completions and highest results in customer satisfaction survey results from In House
Carry out day to day office administration to drive the smooth running of the department, including invoicing and contract management.

Skills, Knowledge and Expertise

Proficient in use of MS Office packages
Excel, Word, PowerPoint
Proactive with a positive attitude and energy, with ability to anticipate customer's needs and potential issues
Well organised, with ability to resolve issues efficiently

Person Specification

Previous experience within the property sector and interacting with high net worth individuals desirable
Excellent customer service skills empathy, strong listening skills, calm nature, sense of ownership, sense of urgency, resilience, tenacity
Excellent verbal and written communication skills with exceptional telephone manner
Impeccable attention to detail
Ability to multitask and work under pressure, being focused, selfmotivated and selfreliant

Berkeley Group standard working hours are 8:00am until 5.00pm Monday to Friday, though we operate a flexible working policy so working hours can be adjusted to suit individual needs.

This job description indicates only the main duties and responsibilities of the role. It is not intended as an exhaustive list. St James reserves the right to amend this job description from time to time according to business needs. Any changes will be confirmed in writing.

About Berkeley Group

Berkeley Group builds homes and neighbourhoods across London, Birmingham and the South of England. We revive underused land, creating welcoming, sustainable and naturerich places where communities thrive and where people of all ages and backgrounds enjoy a great quality of life.
We specialise in longterm brownfield regeneration, focusing on challenging and complex sites that are beyond the scope of conventional homebuilders. We are highly collaborative, working with councils and communities to create a shared vision and to unlock a mix of social, environmental, economic and commercial value that benefits all of our stakeholders.
Our passion for quality and design underpins everything we do. All Berkeley homes are created with care, expertise and relentless attention to detail.