Vision Personnel is working with an existing client who is looking for a Customer Care Coordinator to join their team at the head office.
This position is a 1 month temporary contract with the chance to extended to 6 months (subject to performance).
Role overview:
The role of Customer Care Coordinator, reports to the Head of Customer Care and is responsible for the day-to-day coordination and ownership of ongoing customer issues. Predominantly the role is responsible for liaising with customers to identify and prioritise needs, arranging customer home appointments for Customer Care operatives and maintaining accurate service records to ensure a timely and appropriate Customer Care delivery and customer satisfaction.
Duties:
* To contribute to the delivery of the level of service as set out in the Customer Care Charter and to the standard as identified in the Customer Care Best Practice guide and to NHBC standards
* Ensure all calls and emails received into the central inbox are answered professionally and managed appropriately. Ensuring issues are logged on Dynamic and the response rate is in line with the Customer First standard
* To ensure that good housekeeping in Dynamics is adhered to by updating the database with any new/amended customer/contractor information
* Coordinate sub-contractors and the supply of material concurrently, ensuring maintenance requests are carried out and the Buying department order materials as and when required
* Monitor frequency and nature of reported defects and report frequently encountered or reoccurring defects to line manager
* Book appointments for suppliers, sub-contractors, or site teams to deal with underlying building defects as well as updating progress to customers
* Communicate with the Head of Customer Care on sub-contractor performance to ensure all defects are escalated and dealt with by the appropriate personnel
* Coordination of Maintenance Operatives diary by scheduling visits with customers
* Uploading plot documentation to Plot File and calendar on IT systems
* Arrange completion of end of defect works for Housing Associations