Job Description
WE ARE RECRUITING!!
VERTO ARE LOOKING FOR A CUSTOMER CARE COORDINATOR TO JOIN OUR TEAM
Founded in 2010, we are the UK’s leading sustainable housebuilder. We design, build, and sell homes that produce zero carbon emissions and are constantly seeking innovative materials and technologies that offer the highest levels of energy efficiency. Our goal is to change the way we live by changing the homes we live in.
Nearly a quarter of carbon emissions come from buildings. So, we’re building some of the UK’s most advanced sustainable smart homes, creating the perfect environment inside without harming the environment outside. Come for the vision, stay for the challenge. Work with us and help us make zero carbon living a reality.
If you have an eye for detail and believe there is a better way to live, be sure to get in touch and find out more about the exciting roles available.
CUSTOMER CARE COORDINATOR: YOUR ROLE
The position offers a unique opportunity to assist in delivering our Zero Carbon Smart Homes to our communities. The Customer Care Coordinator will be the primary support to our customers, working closely with the Construction Director and Aftercare team.
YOUR BENEFITS
Type: Full time, Permanent, Monday to Friday
Salary and Benefits:
* Highly Competitive Salary (Dependent on Experience and Qualifications)
* Extremely Favourable Performance Driven Bonus Package
* 30 Days Annual Leave plus Bank Holidays
* Company Mobile
* Company Pension Scheme
* Private Health Insurance (incl. Immediate Family)
* Serious Progression Opportunity
* Employee Referral Programme
* Perks at Work Store Discounts
JOB DESCRIPTION CUSTOMER CARE COORDINATOR
Reporting to: Construction Director
Delegating to: External Staff (Subcontractors and trades)
Working with: Internal: Site Managers, directly employed site staff, Construction Director, Sales department, Commercial Department
External: Sub-contractors, Customers, Members of the public
Main Objectives:
* Be the first point of contact for customers.
* Work closely with the Construction Director and Aftercare Manager to assist in supporting our customers.
* Assist in liaising with the Construction team and Sub-Contractors.
* Co-ordinate and oversee agreed snagging work.
Duties and Responsibilities:
The following list of duties and responsibilities is intended to reflect the principal elements of the Customer Care Coordinator's role only and is therefore not exhaustive;
* Be the first point of contact for customers, via telephone, email, and in person.
* Work closely with customers and Sub-Contractors to organise and schedule work, communicating effectively.
* Assist in property handovers where necessary.
* Review completed snagging work for approval and sign off.
* Advise customers of agreed works and schedule trade appointments.
* Advise that items not covered by warranty will not be actioned, with detailed reason why.
* Report agreed works back to the Construction and Commercial team with supporting detail of labour, subcontractors, materials, equipment, and timescales required to complete works efficiently.
* Ensure that all customer issues are dealt with quickly, professionally, and to their complete satisfaction.
* Build robust relationships and liaise regularly with the Construction, Commercial, and Sales Departments to ensure customer issues are responded to quickly and professionally.
* Assign and organise snagging work required to respective trades.
* Communicate important customer care issues to the Aftercare Manager and/or Construction Director for review on a weekly basis.
* Be the first point of contact for all appointed Sub-Contractors completing snagging works.
* Collate and maintain individual development snagging reports.
* Promote and act in accordance with all company values, systems, policies, and procedures.
* Document preparation, snagging forms, booklet.
PERSON SPECIFICATION CUSTOMER CARE COORDINATOR
Essential criteria relevant to the job
* Proactive and self-motivated.
* Effective time management, efficient and adding value to projects.
* Ability to prioritise and work under pressure.
* Ability to establish and maintain good working relationships with clients, colleagues, and Sub-Contractors.
* Ability to demonstrate a flexible approach to work.
* A high level of drive and energy to ensure that contracts are managed safely.
* Can demonstrate being a self-motivated team player and a good communicator.
Qualifications and training - essential
* Demonstrable ability to deal with people across a wide range of levels.
* Experience in maintenance and snagging requirements.
* Proven track record in Customer Care/Service in a fast-paced business environment.
* Process driven, with a positive attitude and strong focus to ensure the highest quality of service is provided to our clients.
Qualifications and training - desirable
* Good level of IT literacy.
* Technical experience within Construction.
* Ability to remain focused and calm in pressured situations.
* Ability to proactively problem-solve using available resources.
* Excellent communication skills in dealing with customers.
* Excellent all-round knowledge of MS Office.
Special requirements
* Current full UK driving license.
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