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Customer Service Co Ordinator

Location: BRADLEY STOKE, AVON, UNITED KINGDOM Salary: 20,000-22,000 GBP (UK Pounds) Per annum, inc Benefits
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: 17
Posted: about 2 months ago Reference: X3-419500

Reporting to either the Head of Customer Care/Customer Care Manager or Customer Care Office Manager, to support the Head of Customer Care in managing all customer-related issues through to resolution, by direct communications with our 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 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 iCARE 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
Our Company and Benefits

Competitive Salary

Competitive Bonus Scheme
25 days holiday (increase by 1 day for every 3 years continuous service up to 28 days)
Choice of Flexible Benefits
Enhanced Family Friendly Policies
Salary From:£20,000
Salary To:£22,000

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