My client is looking for a professional, approachable, and customer-focused individual to join their Customer Care team. The ideal candidate will have excellent communication skills while being able to adapt to a fast-paced customer service environment.
Required Personal Qualities, Background & Qualifications:
1. Experience of working in a professional secretarial/administration or Customer Care role, ideally within construction is preferred.
2. Exceptional Customer Service skills, face-to-face, over the phone, and written.
3. Natural problem-solving ability, strong organisational skills, and react positively to change.
4. High level of discretion and attention to detail is essential.
5. Ability to adapt between dealing with different Stakeholders, clients, residents, and trades.
6. Comfortable working in a fast-paced and demanding environment.
7. Extremely quick learner and good listener. Know when to ask questions.
8. Ability to work in a team environment as well as independently. Team player is critical to the role.
9. Computer literate – competent with Microsoft Office applications and willingness to learn unfamiliar software/technologies.
Main Responsibilities:
1. Deal with all means of communication and admin that relate to Customer Care.
2. Being a point of contact for owners, agents, trades, and clients with queries relating to defects on completed and retained developments.
3. Resolving any validated complaints in a quick and efficient manner, seeking direction where required.
4. Ensuring that any work carried out coincides with the purchaser’s satisfaction.
5. Designating any Customer Care Technicians, suppliers, and sub-contract trades when any defects issues arise.
6. Making appointments in line with any coordinating diaries of the Customer Care Technicians, suppliers, and sub-contract trades.
7. Updating and maintaining snagging/defect records daily and accurately.
8. Where required, chasing trades/suppliers for updates.
9. Bringing to the attention of the Construction and Technical teams persistent faults.
10. Designating the works successfully while ensuring the management of costs are minimized.
11. Creating Homeowner Guides for our developments.
12. Chasing up all necessary documentation from Contractors as well as the Site and Technical teams for Handover Packs & saving these in the relevant folders.
13. Liaising with our Housing Associations clients to ensure everything is as per their requirements.
14. Assist the Site Teams with the preparation of a site for completion by carrying out regular site visits and completing plot quality control sign off.
15. Actioning snagging reports for EOD inspections.
16. With the assistance of the Construction Team, obtain serial numbers for appliances and registering the guarantees for properties that are being retained for rental.
17. Take meter readings and accurately update these to the relevant utility providers.
18. Tagging key seats as necessary.
19. Coming up with innovative ideas/ways to improve processes.
Job Info
Job Title: Customer Care Co-ordinator
Company: CV-Library
Location: Bournemouth, Dorset
Salary: Competitive
Posted: [Insert Date]
Closes: Jan 17th 2025
Sector: Customer Services
Contract: Permanent
Hours: Full Time
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