Job Summary
An exciting opportunity has arisen to join our Customer Care team where we are looking to recruit 2 new Customer Care Coordinators.
The role of the Customer Care Coordinator is to manage and coordinate the support to customers after the completion of their house or flat to the end of the sale warranty period. Acting as “first point of contact” for all quality issues, customer queries and complaints received by the Group, with an overall goal of reducing quality issues.
Responsibilities
Key responsibilities will include:
* Respond to customer support messages and complaints via telephone or email, promptly to enhance the customer service experience.
* Accurately record and log interaction with customers and updates information and be able to retrieve this information to create reports for the relevant Department Heads.
* Keeps all sensitive information and financial records private and confidential at all times.
* Be willing and able to learn and take direction from the relevant Department Heads to properly apply company policy to customer solutions, ensuring best practice at all times.
* Co-ordinate and manage the customer contact between Foreman Group and purchasers of properties from completion until end of warranty period.
* Oversee and monitor the Homeowner handover process by the Sales team, including the home demonstration process, booking appointments where necessary, and ensuring that correct documentation and handover is conducted in a consistent manner.
* Manage all complaints and issues handling in accordance with departmental guidelines, ensuring that the customer receives a first-class service from the Group.
* Assess the legitimacy of complaints or queries, undertaking investigation as necessary to ensure appropriate remedial action is taken by the relevant internal department as required.
* Liaise with internal departments at appropriate level, including where necessary department director to manage and resolve any customer complaint or issue.
* Support in the management of the Customer Care Operatives, maintaining their work diary, issuing job sheets for them to undertake investigations or remedial work.
* Manage all corrective works which need to be completed by sub-contractors, liaising with internal departments where additional costs are likely to be incurred.
* Write letters and emails and deal with customer correspondence on behalf of the Group, in accordance with instructions, departmental guidelines and good customer care practice.
Experience
* Previous experience in a customer service or coordination role is preferred.
* Previous administration experience.
* Excellent verbal and written communication skills.
* Ability to analyse information and make informed decisions based on customer interactions.
* Ability to problem solve and resolve complex issues effectively.
* Experience of customer care and complaints handling.
* A friendly demeanour with a passion for helping others and providing outstanding service.
* Strong relationship management experience.
* Be organised, able to meet deadlines and prioritise tasks.
* Be self-directed whilst also able to follow instructions.
* Attention to detail.
* Excellent knowledge of Microsoft products including Windows and Office 365.
If you are looking for an opportunity to grow within a supportive environment while making a difference in customers' lives, we would love to hear from you!
Job Types: Full-time, Permanent
Pay: £24,000.00-£28,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
Schedule:
* Monday to Friday
Experience:
* Customer service: 2 years (required)
Language:
* English (required)
Licence/Certification:
* Driving Licence (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Reference ID: Customer Care Coordinator Feb 2025
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