At a Glance
- Tasks: Coordinate customer care and ensure smooth transitions from sales to aftercare.
- Company: Join a dynamic team focused on exceptional customer service.
- Benefits: Gain valuable experience in customer service and administration.
- Other info: Fast-paced environment with opportunities for growth and development.
- Why this job: Make a real difference by helping customers resolve issues and ensuring satisfaction.
- Qualifications: Experience in customer service or administration is a plus.
We are seeking a highly organised and customer-focused Customer Care Coordinator to join our team. This role is responsible for ensuring customers experience a seamless transition from the sales process through to aftercare, providing exceptional service and support throughout the defects and maintenance period.
You will act as the key point of contact for customers, clients, contractors, and maintenance operatives, coordinating defect resolution work, managing appointments, maintaining accurate records, and ensuring high levels of customer satisfaction.
Key Responsibilities- Ensure customers experience a smooth transition from sales to aftersales.
- Act as the first point of contact for customers reporting defects and maintenance issues.
- Respond promptly to customer enquiries via telephone and email.
- Liaise with customers throughout the defects process, keeping them informed until issues are fully resolved.
- Assist in managing reported defects through to an effective and timely resolution.
- Maintain high levels of customer satisfaction through excellent communication and service delivery.
- Assist in organising and coordinating direct maintenance operatives.
- Work closely with external contractors to ensure works are completed within agreed timescales.
- Book appointments and arrange access for maintenance visits.
- Organise weekly work schedules and diaries for maintenance operatives.
- Raise work schedules and job orders using the company's CRM system.
- Send appointment letters and weekly SMS reminders to customers.
- Set up new contracts on internal CRM systems.
- Maintain contract and development records, including uploading handover certificates, correspondence, and recording handover dates.
- Keep accurate records of all defects, communications, appointments, and completed work.
- Prepare monthly reports on DLP schedules and contract closures.
- Liaise regularly with the Customer Care Manager and provide updates as required.
- Adhere to all company Health & Safety policies and procedures.
- Take reasonable care for your own health and safety and that of colleagues, customers, and contractors.
- Support the company's commitment to Equality, Diversity, and Inclusion policies and practices.
- Previous experience in an administration, customer service, scheduling, or coordinator role.
- Strong organisational skills with the ability to manage multiple tasks and priorities.
- Excellent verbal and written communication skills.
- Confident using CRM systems and Microsoft Office applications.
- Strong attention to detail and accuracy.
- Ability to work effectively with customers, contractors, and internal stakeholders.
- A proactive and collaborative approach to problem-solving.
- Excellent customer service skills.
- Strong planning and coordination abilities.
- Ability to work in a fast-paced environment.
- Professional and approachable manner.
- Positive attitude with a focus on delivering results.
- Team player with excellent interpersonal skills.
If you’re interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Care Coordinator employer: Hays Business Support
Join a leading professional services organisation that values its employees and fosters a collaborative and inclusive work culture. As a Business Support Manager, you will have the opportunity to lead a dynamic team of Executive Assistants while benefiting from a hybrid working model, strong focus on learning and development, and a comprehensive benefits package. This role not only offers competitive salary but also provides a platform for meaningful career progression within a highly respected firm.
StudySmarter Expert Advice🤫
We think this is how you could land Care Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hays Business Support. 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 Hays Business Support 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 Care Coordinator
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 Hays Business Support:Your cover letter is your chance to shine! Tell us why you want to work at Hays Business Support 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 Hays Business Support!
How to prepare for a job interview at Hays Business Support
✨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.
