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We are looking for a hardworking and committed Coordinator to work in our Customer Care Department.
- The role involves managing and delivering post contract services to our clients and purchasers. To continually improve our customer journey and enhance our customer satisfaction results.
- Based in our Broadland Business Park office, the role will include:-
- Achieve customer satisfaction – provide feedback to the customer and manage effective resolution of defects within the timescale agreed.
- Maximise standards for property handover through Home Demonstration.
- Provide feedback to Customer Care Manager of reoccurring problems.
- Carry out post completion inspections as required and implement action.
- Assist in the organisation of Customer Care Operatives diaries.
- Maintain the image of a customer friendly company.
- Carry out an informative Home Demonstrations with purchasers prior to legal completion representing the company in a professional manner at all times.
- After Home Demonstrations follow up with the customer and make sure defects are rectified in a timely manner.
- Produce The Handover Documentation Folders when required including making up key fobs etc.
- Answer incoming calls into the Customer Care Department in a timely manner – within 3 rings.
- Log all correspondence that comes into the Customer Care Department by phone, letter, email and fax onto COINS/CRM.
- Record all reported defects onto COINS/CRM database and update the system when appointments are booked.
- Liaise and organise subcontractors/suppliers works.
- Attend Customer Care Team Meetings and provide update on outstanding issues.
- Providing emergency contact cover via Lovell R&M.
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