Vacancy details

This vacancy is now closed

Division
Ref
64048
Vacancy title
Customer Care Coordinator
Function(s)
Continuous Customer Care
Contract type
Full time permanent
Region
East Anglia
Location(s)
Norwich - East Anglia Sites
Description

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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