Customer satisfaction underpins the success of our family‑run business. The Customer Care Co‑ordinator is the central point of contact in the team that ensures everything meets our purchasers’ needs. With strong communication skills and a patient approach you will own all day‑to‑day contact with our customers in a busy, vibrant department, ensuring the delivery of consistently outstanding service.
We are recruiting for a Customer Care Co‑ordinator to be based at our Western regional office (Tewkesbury – GL20 7FU). The role requires a strong communicator and listener, with a patient, empathetic and adaptable approach. Excellent organisational and IT skills are essential, and proven customer service experience in a busy office (within housebuilding or another sector) is required.
Main Duties
- Deal with incoming calls, post and emails relating to Customer Care.
- Validate complaints and resolve problems quickly and efficiently, seeking direction where required.
- Co‑coordinate Customer Care Technicians, suppliers and sub‑contract trades to resolve issues and make appointments for attendance through diary management.
- Check and ensure work has been carried out to the purchaser’s satisfaction.
- Update and maintain records using Sitestream.
- Bring persistent faults to the attention of the Customer Care Manager or Head of Customer Care.
- Category works successfully, ensuring management of costs is minimised.
- Develop an understanding of the Social Housing Defect Reporting Process, and assist with logging defects when required.
- Process 5‑7 Month Purchaser Reports in line with the Your New Home Guide.
- Attend necessary meetings as part of the role.
- Comply with and uphold company policies and procedures.
- Undertake any additional tasks as reasonably required from time to time.
Essential Skills / Attributes
- Customer service experience within an office environment.
- Experience in the use of CRM software.
- Educated to GCSE standard (or equivalent) including English and Maths.
- Good verbal and written communication skills.
- Ability to multi‑task with good time management.
Company Benefits
- Scottish Widows Pension Scheme
- 33 days holiday entitlement (including bank holidays)
- Group Staff Discount at Triumph Motorcycles Ltd.
- Competitive discount on our homes (dependent on the property and location)
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