Job Overview
We are seeking a dynamic and enthusiastic Customer Care Co-ordinator to join our vibrant team! In this role, you will be the frontline ambassador, ensuring their inquiries are handled efficiently and professionally. Your energetic approach will help foster positive relationships, resolve issues promptly, and contribute to an exceptional customer experience. Fluency in multiple languages, especially Spanish and English, is highly valued to connect with a diverse client base. If you thrive in a fast-paced environment and enjoy making a difference through excellent communication, this is the perfect opportunity for you to shine!
Duties
· Customer and client communication: Manage incoming customer and client enquiries by email and telephone in a professional and timely manner.
· Defect management: Log all defects accurately on the database and ensure records and associated files are kept up to date.
· Allocate defects to the relevant Contracts Manager for review and action.
· Appointments and coordination: Arrange appointments with residents and issue calendar invitations to the relevant team members.
· Progress updates: Liaise with the construction team to monitor progress of works and provide clear updates to clients.
· Chargeable works and quotes: Where works are chargeable, request the relevant quotation, issue it to the client and update the system records accordingly.
· SLA management: Work with the Customer Care Manager and Contracts Managers to ensure works are progressed and completed within agreed SLAs.
· Reporting: Produce weekly reports for Contracts Managers, including client updates and updates to client portals where required.
· Escalation: Escalate complex or difficult issues to the Head of Customer Care for guidance and support.
· General administration: Carry out appropriate ad hoc duties as required, including raising purchase orders on the internal system and preparing ad hoc letters for Contracts Managers.
· Follow up with clients where further information is required to progress outstanding matters.
· Follow up with Quantity Surveyors for any required quotations.
· Maintain regular contact with Contracts Managers to ensure works outside SLA are being progressed and monitored.
Requirements
Confident user of Microsoft Office, including Excel, with the ability to maintain accurate records and use internal systems effectively.
· Previous experience in a customer service or customer care role, ideally within the building, construction or housing sector; however, sector-specific experience is desirable rather than essential.
· Able to work flexibly, use initiative and manage competing priorities effectively to meet deadlines.
· Highly organised, with the ability to plan and manage workload effectively to meet deadlines.
· Committed, reliable and willing to take ownership of agreed responsibilities.
· Excellent communication and relationship-building skills, with the ability to work effectively with Customer Care colleagues and wider business teams.
· Able to work autonomously and flexibly, responding positively to changing business needs.
· Calm and resilient when working under pressure or managing competing demands.
· Conscientious, professional and analytical, with a proactive approach to prioritising work and delivering tasks on time.
· Takes ownership of personal development and seeks appropriate support from the Customer Care Manager to address development needs.
Pay: £25,500.00-£31,000.00 per year
Benefits:
- Company pension
- Employee discount
- On-site parking
Work Location: In person
