Senior Customer Service Coordinator

Role Overview:

In a Nutshell…

We have a great opportunity for an experienced Senior Customer Service Coordinator to join our team within Countryside Partnerships, at our Ealing office. As our Senior Customer Service Coordinator, you will Manage the Customer Service Coordinators and act as the first point of escalation to ensure that the team provide a professional customer service incumbent with our 5-star service.

We are ideally looking for an individual with prior experience within construction industry

Let’s cut to the chase, what’s in it for you…

• Competitive basic salary and annual bonus
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  28 days annual leave plus bank holidays, and the option to buy up to 5 days per annum
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  Private Healthcare
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  Company contributory pension scheme
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  Life assurance – 4 x your annual salary
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  Sharesave scheme
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  Cycle to work scheme – up to £3000
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  Support with a professional membership
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  Denplan, GymFlex and many more…

In return, what we would like from you…

• Behave in line with our company values – Integrity, Caring and Quality
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  Proven Experience in a similar role
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  Ability to provide a solution focused approach
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  Resilient personality and ability to maintain a professional image
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  Ability to organise and prioritise effectively
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  Empathetic
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  Plan the allocation of own work and that of Customer Service Operatives / Sub Contractors to ensure an effective and efficient use of time and resources whilst ensuring customer needs are met
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  IT Literate
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  Good people management skills
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  Excellent written and verbal communication skills – engaging with customers, suppliers, partners
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  Pro-active approach with the ability to work independently and as part of a team
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  Understands construction methods and terminology
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  Commercial awareness
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  Ability to provide a solution focussed approach
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  Resilient personality and able to maintain a professions image
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  Ability to organise and prioritise effectively
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  Knowledge of Construction & Housebuilding Defects
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  Good understanding of the legal framework associated with purchasing a property including the most recent Consumer Code
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  Keep up to date with relevant industry practices

More about the Senior Customer Service Coordinator role…

• Manage the customer service team performance to meet required KPI’s
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  Where required be the first point of contact to deal with customer queries in a professional and timely manner
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  Manage the defects systems to ensure issues are correctly recorded and maintained
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  Where required co-ordinate diaries for the Customer Service Operatives
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  Provide management information on KPI’s and team performance to the Head of Customer Services
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  Process visit reports following internal home visits entering the information onto Focus
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  Following the internal visit issues task instructions to Customer Service Operatives and subcontractors with relevant priority settings
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  Monitor all sub-contractor works ensuring that all work is completed within agreed timeframes
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  Good understanding of product on new developments
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  Escalate any issues or risks to the Head of Customer Service
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  Familiarise and hold a good understanding of required policies and procedures
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  Plan the allocation of own work and that of the Customer Service Coordinators / Technicians / Sub Contractors to ensure an effective and efficient use of time and resources whilst ensuring customer needs are met

Inclusion and diversity are paramount to us here at Vistry Group – we firmly believe that this culture nurtures stronger performances across the wider business. All of our applicants and employees are treated fairly and respectfully, regardless of any protected characteristic/s. If you require assistance with regards to reasonable adjustments during your application process with us, then please do not hesitate to contact us – we will always be happy to help.