Customer Care Coordinator
Reporting to the Customer Care Manager, the Customer Care Coordinator will work with other members of the development team to provide an excellent customer service experience for Great Places new customers ensuring they receive the very best care and support moving into their new homes. The role will seek to increase customer satisfaction and improve the timely resolution of defect matters to meet the expectations of customers. The Customer Care Coordinator will be the crucial link between our Development team, Contractor After Care teams and customers across our sites.
What you’ll be doing
* Providing a first class customer service experience for Great Places customers moving into new homes, so that they receive the very best care and support during their home buying and home ownership experience
* Assisting in the development and updating of processes and procedures to ensure excellent customer service delivery, capture more performance data and identify and support opportunities for enhancement of the journey, product and service
* Taking ownership of the customer experience, specifically with respect to defects and rectification of defect and ensuring that customers are prioritised
* Building strong relationships with the aftercare teams of our Contractors and housebuilder partners to collaborate on the resolution of defect matters and resolve any customer concerns and complaints
* Create a focus on and ‘tone of voice’ for the management of defects and customer aftercare
* Taking ownership of the management of defect aftercare and where necessary managing defect attention through warranty providers
* Assisting with customer queries, complaints and compliments
* Work with the guidelines of NHBC/LABC Guarantee and Great Places standards
What you’ll need
* Customer service skills and experience
* An interest in housing/property
* Negotiation skills
* Confidence and experience of offering challenge both internally and externally
* Excellent IT skills
* Driver and car owner
* Willingness to attend all of our new Great Places sites, across Greater Manchester, Lancashire and South Yorkshire
What we need from you
* You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects
* Empathy with our customers, tenants and residents and willingness to deliver exceptional customer service;
* Polite, diligent, positive and professional demeanour at all times; demonstrating knowledge to build customer confidence.
* Maintain a smartly presented, polite, diligent, positive and professional demeanour at all times; demonstrating knowledge to build customer confidence.
* Excellent communication skills both written and verbal.
* Team player but able to work independently and mange own work load/priorities
* Honesty, integrity and accountable
* Flexible and a problem solver
* Empathetic, fair but assertive and comfortable at holding others to account
What we give you in return for your hard work and commitment
* Pension ¦DC Scheme (up to 10% contribution from both colleague and Great Places)
* WPA ¦Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
* The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
* Annual Leave ¦Start at 26 days annual leave, increasing up to 30 days + Bank Holidays
* Lottery ¦ Monthly draw with 1st @ £250, 2nd @ £75 and 3rd @ £50
* Savings Club ¦ You can put aside money each month for 11 months to help you save for that special something (pays out in Novembers salary)
* Help with transport ¦ We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates.
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.