Customer Care Coordinator

Keepmoat Homes
21000.00 GBP Annual
02 Aug 2017
30 Aug 2017
Contract Type

Job ID: KMH/M1/089

Job Title: Customer Care Coordinator

Hours: Monday to Friday 8:30am - 5:00pm

Locations: Coleshill

Employer: Keepmoat Homes Midlands 1

Job Type: Permanent

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 understand, implement and adhere to SHEQ policy and strategy.

Key Responsibilities:

  • To liaise with all customers and sub-contractors 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 sub-contractors 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 sub-contractors.

  • 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, sub-contractors and suppliers to ensure minimum response times to customer care issues.

What we are looking for:

  • Interpersonal skills and a professional attitude to work

  • Excellent verbal and written communication skills

  • Experience of planning, organizing and prioritizing workload

  • Confident with ability to communicate and influence at all levels

  • Self-motivated

  • Resilient

  • Enthusiastic

  • Understand the importance of building relationships and collaborative working

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 service for our customers.

We offer you:

  • Competitive rates of pay - We regularly check our pay against our competitors to make sure they reflect our position as market leader. We also review our pay every year.

  • Bonus Scheme - Our annual bonus scheme is linked to team and company performance.

  • Special offers for staff - We run a range of offers and discounts exclusively for our employees including holidays, health club memberships and days out.

  • Trust - We encourage you to come up with ideas and get the most out of your job with us.

  • Recognition - We have a scheme to reward people who go the extra mile for our company.

  • Development - we offer genuine development opportunities to progress your career.

    Please note that due to the high level of applications, if you have not been contacted within 5 days of the closing date please assume your application has not been successful.