Corrective Action Coordinator

Role Purpose

To effectively deliver the end-to-end operational processes within the Corrective Action Team to achieve agreed SLAs, supporting internal and external stakeholders to resolve customer concerns and supporting our installer network.

Responsibilities

• Complete all daily assigned tasks, following the agreed processes and within agreed SLAs, including, but not limited to, review of new tickets, allocation of jobs to installers, stakeholder communication and customer contact.
• Allocate Corrective Action work to Installers within SLAs, ensuring that Installers are provided with all relevant information and monitoring the completion of work to ensure the customer’s remedial works are completed promptly.
• Determine the stock that is required for the customer’s remedial works and process the stock order to ensure the customer’s journey is not delayed.
• Respond to any queries received from internal and external stakeholders within agreed SLAs and support them to achieve a resolution.
• Liaise with colleagues and stakeholders at key points in the process where further support is required to achieve a resolution to ensure there are no delays, achieving individual targets and departmental service level agreements.
• Ensure that close attention to detail is maintained to uphold the accuracy of all work queues and ensure an accurate audit trail for all actions completed.
• Manage workload to ensure work queues are actioned in priority order, focusing on tasks which directly impact customers and installers first, supporting other team members where required.
• Attend regular service review meetings focused on continuous improvement across the department and challenging process efficiency by identifying where potential reviews are required and suggesting ideas to improve the service.

Qualifications

• Proven track record of working in the delivery of high-quality service.
• Ability to work collaboratively in a fast-changing and flexible environment.
• Working across multiple IT systems.
• Using your own initiative, working at pace to tight deadlines.
• Working across different teams and understanding a variety of roles and responsibilities.
• Taking ownership of own streams whilst demonstrating flexibility when required.
• Delivers results consistently.
• Strong literacy skills.
• Strong verbal and written communication skills and the ability to communicate with a range of internal and external stakeholders.
• Excellent planning and organisation skills and the ability to prioritise and complete multiple tasks to agreed timescales.
• Willingness to take responsibility, own tasks and deliver on time.
• Ability to work quickly, with excellent attention to detail, a high level of accuracy and a methodical approach, even under pressure.
• Ability to use your own initiative and take proactive actions to resolve problems.
• Able to work as part of a team.
• Committed to continued personal development.
• Data Protection.
• Customer service principles, models and best practices.
• Operating procedures and processes.
• KPIs and target-based activities.
• Self-motivated.
• Intrinsic learner – always seeks to improve.
• Positive outlook and can-do attitude.
• Friendly and approachable.
• Respectful.
• Humble and authentic.
• Tenacious – wants to do their best every day.
• Reliable and steadfast.

Benefits

• Competitive bonus
• Save-as-you-earn scheme
• Private Medical and Life Assurance
• Enhanced contributory pension scheme
• Colleague discount
• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

EEO Statement

We’re a Disability Confident Employer and committed to building a diverse workforce that reflects the communities we serve. We welcome applications from disabled people and are committed to providing an accessible recruitment process and workplace for everyone. If you require any support or reasonable adjustments, let us know.

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