At a Glance
- Tasks: Deliver top-notch customer service and resolve issues for our clients.
- Company: Join Bellway, one of the UK's largest house builders with a focus on inclusivity.
- Benefits: Enjoy competitive salary, bonuses, 25 days holiday, and flexible working options.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer satisfaction while growing your career.
- Qualifications: Experience in customer care and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed.
At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.
There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our Southern Counties Division, located in Redhill is looking to recruit a Customer Care Coordinator to join the Division’s Customer Care team.
The Role
The Customer Care Coordinator plays a key role delivering a high standard of customer service throughout the post-completion journey, ensuring timely communication, defect resolution, and system accuracy in line with the Bellway Customer Care Charter, NHBC, and NHQC expectations. Working closely with the Customer Care team, the coordinator is responsible for managing customer issues and ensuring a clear and smooth path to resolution, supporting our commitment to high standards and customer satisfaction. This role reports to the Division’s Head of Customer Care.
Principal accountabilities of the Customer Care Coordinator role include:
- Positively contribute to the level of service delivered to our customers, in line with the Bellway Customer Care Charter and the standards expected by the NHBC and NHQC.
- Contact customers during their warranty period to check satisfaction and provide updates on reported issues.
- Respond to customer emails professionally and within agreed service level agreements (SLAs).
- Monitor incoming call volumes and work with the Customer Care team to ensure consistent service coverage during office hours.
- Maintain accurate records by updating plot, customer, and subcontractor details in customer care systems.
- Build strong rapport with customers through courtesy calls, home visits, and drop-in sessions at designated developments.
- Champion the NHBC Customer Satisfaction Survey through positive engagement throughout the customer journey.
- Liaise with subcontractors to ensure timely and effective defect resolution.
- Identify and report subcontractor performance concerns to the Head of Customer Care to uphold standards and support cost recovery.
- Coordinate with the Customer Care Operative to arrange appointments, identify defects, and manage material supply to ensure smooth resolution and reduce repeat visits.
- Assist in managing customer complaints in line with Bellway’s Complaints Procedure, escalating formal complaints and potential issues to the Head of Customer Care.
- Support divisional customer outcomes and experience by contributing to service quality and operational efficiency, including active participation in team meetings, site closure meetings, and ad hoc sessions.
Experience, Qualifications and Skills
Experience
- Significant relevant experience of working in a fast-paced Customer Care environment.
- Experience of working as a Customer Care Coordinator is advantageous.
Qualifications and Training
- GCSE Maths and English – Grade 4/C (or equivalent).
- Customer Care qualification would be advantageous.
Skills and Aptitude
- Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of people.
- Ability to liaise with internal and external personnel.
- Strong administration skills with the ability to coordinate numerous priorities during the working day.
- Ability to work to deadlines in a fast-paced environment.
- Ability to work on own initiative and as part of a team.
- Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and Outlook).
- Committed to diversity and inclusion.
The Role and Working Conditions
- Willing to be flexible in respect to day-to-day duties and hours worked.
- Ability to travel to all development sites and the divisional office.
In return we can offer you:
- Competitive salary.
- Competitive annual bonus.
- Contributory pension scheme.
- 25 days holiday, plus bank holidays.
- Access to discounts and benefits portal.
- ShareSave Scheme.
- Cycle to Work Scheme.
- Life assurance.
- Holiday Purchase Scheme.
- Earn and Learn Opportunities.
We reserve the right to close this vacancy if a large volume of applications are received.
Customer Care Coordinator in Redhill employer: Bellway Homes
At Bellway, we pride ourselves on being an exceptional employer, fostering a culture that values inclusivity and respect for all. Located in Redhill, our Southern Counties Division offers a supportive work environment where employees can thrive, with opportunities for professional growth and development. We provide competitive salaries, generous holiday allowances, and various benefits, ensuring our team members feel valued and motivated to deliver outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Coordinator in Redhill
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bellway Homes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bellway Homes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Coordinator in Redhill
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bellway Homes:Your cover letter is your chance to shine! Tell us why you want to work at Bellway Homes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bellway Homes!
How to prepare for a job interview at Bellway Homes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
