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DIVISION

Customer Care

SALARY

£22000.00 - £25000.00

Work location

West Berkshire

Job Type

Permanent

Full Time

CONTACT

Kerry Heal



JOB TITLE

Customer Care Co-ordinator - West Berkshire

JOB REF

RH/249

JOB DESCRIPTION

As a high performing business, our Client, look for high performing people and as such are looking to recruit an experienced Customer Care Co-ordinator join an established team in the Thames Valley area.

You’ll support the Head of Customer Care in managing all customer-related issues through to resolution, by direct communications with our internal and external customers. Along with coordinating the administration of the department to ensure it operates efficiently and effectively.

You will be expected to:
• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority
• Fully adhere to the company’s 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 iCARE 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 NHBC Buildmark 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 and complete contra-charges where applicable
• 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 the other appropriate ad hoc duties as and when required

Suitable applicants will have experience in this or a similar role dealing with and remedying defects ideally to new build homes. You’ll be self-motivated and result orientated and possess a passion for delivering exceptional customer care. Strong communication skills are essential coupled with a keen eye for detail and the ability to work on multiple cases at any one time. You’ll be computer literate with a good knowledge of Microsoft Word, Excel and Outlook.

Only applicants with relevant experience will be contacted.

Qualifications

No specific qualifications required.

Skills & Experience

New Homes

I have worked with Steve since 2002 and have found him knowledgeable and well connected in the Housebuilding arena. Steve is easy to deal with, straightforward and hardworking and has built a business dedicated to our sector. I would not hesitate to recommend Rollinson & Hunter, especially on confidential senior searches.

Julian Hodder
Managing Director
Barratt Homes

I had the pleasure of dealing with Kerry over a number of months whilst job searching. She was the ultimate professional, engaging, understanding and in touch with her client’s requirements and my needs and aspirations. I would certainly keep a long term relationship with Kerry as she knows her stuff.

Lesley Kelly
Customer Relations Manager

I have had the pleasure to work with Steve on a number of initiatives for over 15 years, and have always found him insightful, personable and intent on delivering positive results. I would have no hesitation in recommending his work.

Paul Hopkins
Managing Director
St James Homes Ltd

I have known Steve for many years and have always found him to be a great source of staff and contacts in the property industry. He has always been very reliable.

Andrew Storey
Owner
Allingham Homes Ltd

I am really pleased with the service I received from Kerry, she gave me lots of tips ready for my interviews and listened to what sort of jobs I wanted to progress in. She was also upfront with her feedback which I really appreciated. I am now happily working in my new role as a Customer Care Co-ordinator. Thanks Kerry for all your help.

Casey Choules
Customer Care Co-ordinator

Steve has built a sound and professional recruitment organisation which has always delivered excellent candidates and ultimately the correct choice for the assignments I have instructed him to undertake. His specialism is property and having run this business for some 15 years now, he has a wide range of candidates and a thorough understanding of "the right person for the right job". He is a highly personable individual, allowing him to make contacts easily with all tiers of an organisation, resulting in success at all levels.

Nick Smith
Real Estate, Property and Business Executive

Kerry has a very in-depth knowledge of the House and Property Sector’ in terms of job roles and equally how they fit within the industry sector. She was able to give a full brief for the role, company culture and an overview of the industry and then by return invested immense time to drill through my CV to find the perfect fit of skills and experience to match the role – I felt so prepared and confident in the interview as I knew what was required and expected and how my experience would add value (this RARELY happens as a candidate). Exceptional screening process and job matching.

Vicki Jones
Executive PA

Kerry has been outstanding throughout every stage of my job search. Kerry's knowledge of her field and her dedication to her candidates is second to none; the depth and scope of preparation information she gave me to better prepare me for my interview was invaluable. Thank you for all your help, Kerry.

Emily Rogers
Marketing Co-ordinator

I was really pleased with the service I received from Kerry at Rollinson and Hunter. I was kept informed from start to finish with the job that I was interested in. Kerry gave me some good tips and advice for the interview and I was so happy when I got the job which included a slight increase in salary after a bit of negotiating. Thanks Kerry for all your help, you're a star!

Denise Ferguson
Customer Service Co-ordinator

Steve is very well regarded in the House Building recruitment sector for his in depth knowledge and contact base of both clients and candidates. I have hired him on a number of occasions with great success and would recommend him to other companies.

Alan Head
Property & Housing Professional

I wanted to extend my thanks to Kerry for her help and preparation towards my interview. I was blown away by the level of help she provided in the run up, compared to other recruiters. I don't know if this was down to my lack of industry experience - but she was so helpful in giving me as much information as she could. I was grateful that she went the extra mile to help point me in the direction of other useful pieces of information and in supplying facts relevant to the role. A refreshing and really positive experience for me as a candidate. It was a pleasure to be referred by her, as a recruiter, and I hope that her clients recognise the extra mile she goes to, to ensure the best possible opportunities for your candidates.

Victoria Jeffery
Marketing Assistant