Customer Care Coordinator -Hybrid Role

New
  • Location
    Guildford, Surrey
  • Category
    Customer Service - Call Centre - Inbound
  • Contract Type
    Permanent
  • Salary
    £ 28000 - £ 31000 / Year
  • OrganizationType
    Home/Office

Customer Care Coordinator


Hybrid Role


Salary: £28,000 - £31,000


Guildford with Free Parking


Monday Friday


Start date: Asap!



Benefits:



  • Competitive Salary

  • Competitive Bonus Scheme

  • Private Medical Insurance - Single Cover

  • 26 days holiday (increase by 1 day for every 3 years continuous service up to 29 days)

  • Choice of Flexible Benefits

  • Enhanced Family Friendly Policies

  • Friendly Team



Overview:


An excellent opportunity to join a housing development company who create amazing new build homes based in Guildford.



Like what you hear? Read on…


Reporting to the Customer Care Office Manager, you will be responsible for supporting the Head of Customer Care in managing all customer related issues through to resolution, by direct communications with our internal and external Customers, coordinating the administration of the department to ensure it operates efficiently and effectively.



Sounds interesting?...Daily duties include:



  • Ensure personal and team compliance with all relevant policies and procedures, putting the safety of our teams as first priority.

  • To fully adhere to the standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction.

  • Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company's IT system

  • Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day

  • Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues.

  • Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the Warranty and in line with the company's stated Service Level Agreements.

  • Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost- effective manner.

  • Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels.

  • Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution.

  • Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently.

  • Provide administrative support for the Department, to include, handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs for internal meetings.

  • Undertake post-completion satisfaction calls to customers.

  • Update weekly reports and distribute to relevant personnel.

  • Promote and act in accordance with all Group values, systems, policies and procedures.

  • Carry out other appropriate ad-hoc duties as and when required.


To be successful in this role you'll have:



  • Experience of working in a professional secretarial/administration role.

  • Previous experience in a demanding and fast paced customer service environment.

  • Excellent communication skills, both written and verbal.

  • Proficiency with MS Office programs, with excellent keyboard skills.

  • A strong team player, supportive of colleagues.

  • Assertive, tenacious, with an ability to influence others and be resilient to challenging Customer demands.

  • Self-disciplined, with excellent time management skills and the ability to coordinate a number of priorities

  • Ability to multi-task and work efficiently and accurately under pressure.

  • Professional, assertive and pleasant manner in dealing with internal and external customers and contact.



If this is for you then you should click apply today! If you know someone else who may be suitable, please pass on their details to email me on annie.hollidge@office-angels.com 0208 542 6688


Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Annie Hollidge