Customer Care Coordinator in Manchester

12 month FTC. Reporting to the Customer Care Manager, the Customer Care Coordinator will work with other members of the development team to provide an excellent customer service experience for Great Places' new customers, ensuring they receive the very best care and support moving into their new homes. The role will seek to increase customer satisfaction and improve the timely resolution of defect matters to meet the expectations of customers. The Customer Care Coordinator will be the crucial link between our Development team, Contractor After Care teams and customers across our sites.

What you'll be doing:

• Providing a first-class customer service experience for Great Places customers moving into new homes, so that they receive the very best care and support during their home buying and home ownership experience.
• Assisting in the development and updating of processes and procedures to ensure excellent customer service delivery, capture more performance data and identify and support opportunities for enhancement of the journey, product and service.
• Taking ownership of the customer experience, specifically with respect to defects and rectification of defects, ensuring that customers are prioritised.
• Building strong relationships with the aftercare teams of our Contractors and housebuilder partners to collaborate on the resolution of defect matters and resolve any customer concerns and complaints.
• Creating a focus on and tone of voice for the management of defects and customer aftercare.
• Taking ownership of the management of defect aftercare and, where necessary, managing defect attention through warranty providers.
• Assisting with customer queries, complaints and compliments.
• Working with the guidelines of NHBC/LABC Guarantee and Great Places standards.

What you'll need:

• Customer service skills and experience.
• An interest in housing/property.
• Negotiation skills.
• Confidence and experience of offering challenge both internally and externally.
• Excellent IT skills.
• Full UK licence and access to a vehicle.
• Willingness to attend all of our new Great Places sites, across Greater Manchester, Lancashire and South Yorkshire.

What we need from you:

• You will be required to attend a number of face-to-face training sessions as well as virtual sessions and e-learning; this part of your role is vital and of equal importance as the day-to-day aspects.
• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing.
• A passion to advocate on behalf of people and communities.
• A commitment to work in partnership with others for the benefit of Great Places.
• A commitment to continuous learning and improvement.
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity.
• An ability to work in uncertainty.

What we give you in return for your hard work and commitment:

• Pension DC scheme (up to 10% contribution from both colleagues and Great Places).
• WPA Healthcare scheme starts at no contribution level with £1250 of savings available per year (option to increase & add family members).
• We offer some hybrid and flexible working.
• Annual leave starts at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays.
• You Count Rewards are individual rewards for going above & beyond.
• The business pays the cost of one professional role related membership fee for each colleague.
• The Market Place high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more.
• You can access savings opportunities and early access to wages.
• Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing: career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing.
• At Great Places, we believe the wellbeing of our colleagues is vital to enable them to deliver great services; all your benefits can be used inside and outside of work.