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Job description

Benefits:

• 25 days holiday + bank holidays
• Hybrid role
• Up to 10% Company Bonus after succesful probation
• Enhanced Maternity and Paternity Leave
• Healthcare Cash Plan
• Charity Day
• Regular Company Events

Purpose:

Your role as a Customer Care Coordinator is to deliver a professional & helpful after-sales service to our customers. All remedial works, investigations, defects & any other type of customer care issue that is received is investigated, processed, actioned & resolved whilst providing a benchmark level of customer care.

Key Accountabilities:

• Responsible for receiving all customer care issues into the business & inputting them as a case into our customer care database.
• Investigate the cause of the reported defect/issue so that we can determine the best course of action to resolve
• Raising of all jobs (FOC and chargeable) on the system whilst ensuring a high level of accuracy at all times.
• Liaise with homeowners to schedule the work in line with our scheuliong guidelines.
• Liaise with the manufcaterer for spare parts and escalated service calls.
• Update live customer care cases to ensure these are being resolved as quickly as possible and the data viewed is customer friendly.
• Ensure all cases and/or trackers raised from works carried out are investigated and resolved and closed down in a timely manner.
• Build & maintain excellent communication and rapport with our customers & suppliers.
• Answer incoming calls received by customer care adndeal with each call in a professional and timely manor.

Person Specification:

• Passion and desire to provide excellent customer service at all times.
• Professional and confident communicator through a variety of methods such as telephone, email & face to face
• Ability to grasp and retain technical knowledge to assit in the investagations of all cases.
• Excellent attention to detail.
• Exceptional organisational skills to balance various requirements of the role .
• Adaptable to workload challenges and multi-tasking ina dynamic environment.
• Controlled & professional manner to handle potentially confrontational conversations.
• Good geographical knowledge would be an advantage
• Confident in IT & Office Communication Skills - Excel/Word/Outlook

Job Types: Full-time, Permanent

Salary: £22,000.00-£33,000.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Free parking
• On-site parking
• Referral programme
• Sick pay
• Work from home

Schedule:

• Day shift
• Holidays
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Experience:

• Customer Service: 1 year (required)

Work Location: Hybrid remote in Hemel Hempstead