Customer Care Coordinator - Leeds, United Kingdom - Keepmoat Homes

Keepmoat Homes

Verified Company

Leeds, United Kingdom

3 days ago

Posted by:

Tom O´Connor

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Description

Keepmoat Homes is a fast growing top 10 UK housebuilder. We design and build quality homes and create places where people want to live.

Our investment and participation helps transform communities and improves the lives of local people.

We have a national presence combined with local knowledge and expertise in all aspects of housing - from finance, design and planning, to developing and building.

Our comprehensive skills and capabilities give us a wider perspective across the whole housing lifecycle and we create lower risk ways of building homes people need.

For more than 90 years our work has been absolutely visible to local communities so being part of the community is in our DNA.

We hire local suppliers and tradespeople and work with local communities to make sure that our plans meet their needs.

Job description:

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 Customer Service experience for Keepmoat customers to support our ambitions to be a 5-star 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

HS&S Responsibilities:

To take care of your own health and safety and that of others who may be affected by your work and adhere to the Keepmoat Health, Safety and Sustainability standards.

Skills, knowledge & experience:

Essential:

This is not an exhaustive list of the technical experience that we seek in this role, but what we consider to be critical to the success of this role
Flexible and agile approach
Skilled in relationship building and stakeholder engagement
Enthusiastic, selfmotivated, solutions focused approach
Prepared to work within a large geographical area
Excellent level of numeracy and skilled in verbal and written comms
High level of computer literacy in MS Office
Proven track record in project management including managing change, driving operational excellence improvements.
Ability to influence the culture of the business.
Able to act decisively, use sound judgement and move the business with pace towards goals
External business and commercial awareness and understanding across a number of industries
Outstanding interpersonal and relationship skills and able to influence and operate at senior level
Use a range of influencing techniques to move the business towards a customer orientation, securing commitment to change, and driving performance
Managing the brand as a strategic asset

Desirable:

Knowledge of people management tools and techniques e.g. talent mapping; succession planning etc
Covered a more senior role to support upward management experience

Education & qualifications:

Essential:

Relevant industry requirements to be inserted, for example RICS

Why work for us?:

At Keepmoat Homes we pride ourselves on being a great place to work. As the market leader in our industry we want to ensure that we attract, motivate and retain the best people who can deliver the best