Customer Care Coordinator
Bury St Edmunds, Suffolk
About Us:
My client is a well-established housebuilder, known for delivering quality homes and outstanding customer service. We pride ourselves on creating not just homes, but communities. As part of our ongoing commitment to our homeowners, we are looking for a detail-oriented and proactive Customer Care Coordinator to join our team.
Role Overview:
The Customer Care Coordinator will play a vital role in ensuring our customers continue to have an excellent experience after moving into their new homes. This role involves managing and resolving any post-completion issues and ensuring smooth communication between the customer, contractors, and internal teams.
Key Responsibilities:
Customer Support: Be the first point of contact for homeowners, handling all inquiries and complaints via phone, email, and online portals in a professional and timely manner.
Issue Resolution: Manage post-completion issues, including snagging and defects, by liaising with site teams, contractors, and suppliers to arrange repairs and maintenance.
Scheduling Repairs: Coordinate and schedule appointments for contractors and technicians to address customer issues promptly.
Customer Communication: Keep customers informed throughout the resolution process, providing regular updates and ensuring high levels of satisfaction.
Records Management: Accurately log and track customer issues, communications, and resolutions in the company's CRM system.
Collaboration: Work closely with construction, technical, and sales teams to ensure that issues are resolved effectively and lessons are fed back to improve future builds.
Feedback Collection: Gather and manage feedback from customers, contributing to continuous improvement in customer care processes £28000 - £30000/annum