Department: Customer Care
Reports to: Head of Customer Care
Location: Chelmsford
Type: Full Time
Salary: Competitive Salary
Skills & Experience
Job Purpose:
As a Customer Care Coordinator at Stonebond, you will play a vital role in ensuring our homebuyers and Housing Association partners experience the highest level of satisfaction throughout their journey. You will be the main point of contact for our customers after the sale has been completed, coordinating and resolving any post-sale issues and ensuring that any customer concerns are handled promptly and professionally. Your role will involve liaising with internal departments, subcontractors, and suppliers to manage the resolution of issues and ensure our homes are delivered to the highest standard.
Scope:
The Customer Care Coordinator will be responsible for progressing defects within 30 days, collaborating with the Construction, Commercial, Technical and Sales Departments to ensure a five-star service is provided. Whilst the role does not include direct decision-making over budgets it plays a crucial role in supporting our customers once they have taken ownership of the new home.
These are illustrative duties, and the post holder will be expected to become involved in a range of work to enable the department to respond effectively to the requirements of the Company.
Customer Interaction:
* Act as the primary contact for homeowners after purchase, addressing any questions, concerns, or issues related to their new home.
* Provide timely and effective communication to homeowners, keeping them informed of the progress of their inquiries and any resolutions.
* Schedule and coordinate follow-up appointments, inspections, and repairs as needed.
* Liaise with Sales Team, Customer Care Manager and Purchasers to arrange home demonstrations and settling in visits.
* Promote the NHBC survey and Partnership Survey to all new purchasers, driving a positive response through our key touch points.
* Ensure all defects are closed out within 30 days.
* Log, track, and manage customer issues and complaints from receipt to resolution, ensuring all actions are documented in the CRM system.
* Work closely with Construction teams, In-House Operatives and Subcontractors to coordinate necessary repairs and follow-ups.
* Ensure that all Customer Care issues are addressed within the company’s set timeframes and quality standards.
* Manage the Operatives diary and book appointments with residents.
* Coordinate End of Defect appointments with HA partners and coordinate the defects through to completion.
* Collaborate with subcontractors and suppliers to arrange and oversee the completion of any necessary work, ensuring minimal disruption to the homeowner.
* Coordinate with internal departments such as Sales, Construction, and Technical to ensure seamless communication and resolution of customer issues.
* Liaise with the Commercial Team regarding contra-charges and subcontractor performance.
Reporting:
* Prepare regular reports on Customer Care activities, issue resolution status, and customer satisfaction metrics.
* Assist in the continuous improvement of Customer Care processes by providing feedback and suggestions based on customer interactions and issue trends.
Documentation:
* Maintain accurate and up-to-date records of all customer interactions, issues, and resolutions in the company’s CRM system.
* Ensure all customer communication is in line with company standards.
Skills / Experience Required:
* High level of attention to detail and commitment to delivering high-quality Customer Care.
* A team player with a collaborative approach to working across departments.
* Ability to remain calm under pressure and handle challenging situations with tact and professionalism.
* Strong communication and interpersonal skills, with the ability to manage difficult conversations professionally and empathetically.
* Excellent organisational skills, with the ability to manage multiple tasks and deadlines simultaneously.
* Problem-solving skills with a proactive approach to resolving customer issues.
* Familiarity with homebuilding processes and construction terminology is a plus.
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
* Previous experience in a Customer Care or Coordination role, preferably within the Construction or Property industry.
Hours: 08:30-17:30
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Happy Employees
I love working for Stonebond. The individuals across every discipline work so well together. There is a really collaborative culture across the business so you really feel part of a team. It’s fantastic to be surrounded by so many talented people who are passionate about the homes we deliver.
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