Your new role

As a Customer Service Coordinator, you'll be the vital link between customers, partners, technicians, and subcontractors. You'll be responsible for handling customer concerns received via phone and email, efficiently appointing contractors to resolve any issues, and ensuring all customer service cases are completed within agreed timelines and service level agreements (SLAs).

Your day-to-day will involve:

• Dealing with customer service matters received by email or phone, addressing issues promptly and in line with SLAs to ensure a positive customer journey.
• Issuing instructions to subcontractors and following up to ensure timely resolution.
• Tracking all outstanding remedial works and taking appropriate action to complete works within a 28-day period wherever possible.
• Delivering excellent customer service, showing understanding and empathy to ensure a positive customer journey.
• Communicating effectively and regularly with internal departments to build strong working relationships.
• Carrying out general administrative duties, ensuring the database system is always up-to-date.
• Ensuring all Customer Service KPIs align with company guidelines.
• Maintaining an awareness of Health and Safety requirements and ensuring these are adhered to at all times.

What you'll need to succeed

We're seeking someone who embodies integrity, care, and a commitment to quality.

Essential Skills & Experience:

• Previous experience in a fast-paced, similar environment.
• Good understanding of Microsoft Office, including Excel and Outlook.
• Ability to handle complaints and navigate difficult situations with grace.
• Strong planning and organisation skills.
• Excellent problem-solving and decision-making abilities.
• Exceptional communication skills, both written and verbal.
• A collaborative team player.
• A commitment to work as required to meet business needs.

• 5 GCSEs or equivalent, including Maths & English.
• A Customer Service qualification.
• Experience working for a residential house builder, ideally in a customer-facing role.
• An understanding of building regulations and legal obligations.
• A good understanding of written English grammar.
• Ability to touch-type.

What you'll get in return

• Competitive basic salary and annual bonus.
• Salary sacrifice car scheme available.
• Up to 33 days annual leave plus bank holidays, increasing to up to 39 days with service.
• 2 Volunteering days per annum.
• Private medical insurance, with employee-paid cover.
• Enhanced maternity, paternity, and adoption leave.
• Competitive pension scheme through salary sacrifice.
• Life assurance at 4x your annual salary.
• Share save and share incentive schemes.
• Employee rewards portal with many more benefits!

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.