Customer Care Coordinator

• Location: Ringwood
• Job Type: Full-time – 35 hours a week
• Contract type: Fix Term Contract 12 months
• Salary: £29,710

An exciting opportunity has arisen to join one of the UK's largest house builders. We are looking for a Customer Care Coordinator to join our dedicated Customer Care team. This role is pivotal in delivering a high standard of customer service throughout the post-completion journey, ensuring timely communication, defect resolution, and system accuracy.

Day-to-day of the role:

• Positively contribute to the level of service delivered to our customers, ensuring alignment with industry standards and expectations.
• Contact customers during their warranty period to check satisfaction and provide updates on reported issues.
• Respond to customer emails professionally and within agreed service level agreements (SLAs).
• Monitor incoming call volumes and work with the Customer Care team to ensure consistent service coverage during office hours.
• Maintain accurate records by updating plot, customer, and subcontractor details in customer care systems.
• Build strong rapport with customers through courtesy calls, home visits, and drop-in sessions at designated developments.
• Champion customer satisfaction surveys through positive engagement throughout the customer journey.
• Liaise with subcontractors to ensure timely and effective defect resolution.
• Identify and report subcontractor performance concerns to uphold standards and support cost recovery.
• Coordinate with the Customer Care Operative to arrange appointments, identify defects, and manage material supply to ensure smooth resolution and reduce repeat visits.
• Assist in managing customer complaints in line with the complaints procedure, escalating formal complaints and potential issues as necessary.
• Support divisional customer outcomes and experience by contributing to service quality and operational efficiency.

Required Skills & Qualifications:

• Significant relevant experience in a fast-paced Customer Care environment.
• Experience as a Customer Care Coordinator is advantageous.
• GCSE Maths and English – Grade 4/C (or equivalent).
• Customer Care qualification would be advantageous.
• Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of people.
• Strong administration skills with the ability to coordinate numerous priorities.
• Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel, and Outlook).
• Ability to work to deadlines in a fast-paced environment.
• Ability to work on own initiative and as part of a team.
• Committed to diversity and inclusion.

Benefits:

• Competitive salary.
• Competitive annual bonus.
• Contributory pension scheme.
• 25 days holiday, plus bank holidays.
• Access to discounts and benefits portal.
• ShareSave Scheme.
• Cycle to Work Scheme.
• Life assurance.
• Holiday Purchase Scheme.
• Earn and Learn Opportunities.

To apply for this Customer Care Coordinator position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.