Company Overview:
Tees Valley Flooring is a specialist flooring contractor, working with volume house builders to provide high-quality flooring solutions for new build homes. As a trusted partner to some of the UK’s largest developers, we aim to deliver exceptional service and quality on every project. Our customer care team is integral to ensuring client satisfaction, managing expectations, and resolving issues efficiently.
Role Overview:
The Customer Care Coordinator will play a vital role in ensuring that all flooring installations meet the high standards expected by our clients and their customers. You will work closely with internal teams, clients, homeowners, and fitters to ensure remedial works run smoothly from initial notification through to completion. This is a fast-paced role requiring excellent organisational skills, a focus on customer service, and the ability to resolve issues quickly and professionally.
Main Duties / Responsibilities:
Customer Liaison:
- Act as the main point of contact for customer queries, complaints, and requests for remedial works.
- Schedule and coordinate remedial works in line with agreed timescales, communicating effectively with housebuilders, homeowners, and installers regarding all remedial flooring-related queries, issues, and updates.
- Provide timely, accurate, and professional responses to customer inquiries through phone, email, and online systems.
Project Coordination:
- Track and update customer care works in both internal and external systems, ensuring accurate information is recorded and maintained.
Issue Resolution:
- Handle customer complaints and concerns regarding product quality, delivery, and installation, providing timely solutions.
- Coordinate site inspections with fitters for any issues that require resolution.
- Work proactively to identify and resolve potential issues before they impact the client or project timelines.
Quality Control:
- Conduct follow-up calls or surveys to gather customer feedback and improve service delivery.
Administrative Support:
- Maintain accurate records of customer interactions, issues, and resolutions using the relevant systems.
- Prepare and maintain client reports, performance data, and assist other administrative duties as required.
Collaboration & Teamwork:
- Work closely with internal departments and operational teams to ensure smooth project execution.
Experience and Qualifications:
- Experience:
- Proven experience in a customer service or project coordination role is preferred.
- Experience working with national housebuilders, large-scale construction projects or the flooring industry is preferred.
Qualifications:
- A relevant qualification in customer service or business administration is preferred.
- Knowledge of flooring products and installation processes is preferred.
Skills:
- Strong communication skills, both verbal and written, with the ability to manage multiple stakeholders effectively.
- Excellent organisational and multitasking abilities to manage competing priorities.
- Problem-solving skills and a customer-focused approach to resolving issues.
- High level of attention to detail and accuracy.
- Proficient in Microsoft Office (Word, Excel, Outlook).
- Experience with CRM systems is preferred but not essential.
Job Types: Full-time, Permanent
Pay: £25,000.00-£28,000.00 per year
Work Location: In person
