Construction Customer Care Co-Ordinator/ Manager in Colchester

Overview

Clearfield Recruitment are currently recruiting a Customer Care Co-Ordinator/ Manager for a leading Developer in Colchester Essex.

Working in the Customer Care team, you will ensure that new home buyers receive the best possible aftercare following the purchase of their homes. It is essential that you have Customer Care within a Developer Experience, or Construction knowledge in order to hit the ground running within this role. You must be able to understand the build of a new home, and the expectations that go alongside it in order to be the professional and knowledge that their Customers expect in the after sales process.

A polite, and professional telephone and email manner is essential, as well as good IT skills for use of internal systems (Initial training will be provided). Multi-Tasking, and Managing issues that may arise is all part of the job in customer care- and it is unlikely that any 2 days will be exactly the same. Once taking a personal and professional approach in order to laise with Customers, you will then be expected to laise with internal departments in order to find and plan resolutions for the issues too- creating a somewhat seamless process for the customers.


In a nutshell, you will:
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 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 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

The Company are a locally recognised as a 5 star NHBC house builder- so a 5 star service through out is needed.

This role is open to both established Customer Care Co-Ordinators/ Managers looking to work for a leading high end builder, as well as Senior Co-ordinators too- so salary really is dependant on experience.

If this sounds like you- please get in touch with Frankie at Clearfield Ipswich office, on 07557384840.
Interviews taking place January 2024.
Start Date January/ February 2024
5 days per week