Customer Care Coordinator

Location: Northampton

Reports To: Customer Care Manager

Company Overview: My client is a 5* housebuilder dedicated to creating high-quality homes for its customers. They pride themselves on delivering exceptional service and ensuring their customers’ satisfaction throughout the homebuying process and beyond. They are looking for a Customer Care Coordinator to join their dynamic team and help support customers as they settle into their new homes.

Job Overview: The Customer Care Coordinator plays a key role in providing outstanding service to customers before, during, and after their move-in. You will act as the primary point of contact for homeowners, ensuring their needs are met, and any issues or concerns are promptly addressed. The ideal candidate will have strong communication skills, a passion for customer service, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities:

• Serve as the main point of contact for customers, addressing inquiries and concerns related to their new homes.
• Coordinate and schedule customer service visits, repairs, and maintenance requests.
• Liaise between customers, site teams, and subcontractors to resolve any issues or warranty concerns.
• Ensure customer satisfaction by following up on all completed service requests and ensuring issues are resolved to the customer’s satisfaction.
• Maintain accurate records of customer interactions, service requests, and resolutions in the company’s CRM system.
• Assist in managing and monitoring customer service emails and calls to ensure timely responses.
• Support the Customer Care Manager in maintaining high levels of customer satisfaction and continuous improvement.
• Ensure all health and safety standards are adhered to when managing customer service visits.
• Provide customers with product information, instructions, and advice related to their new homes.
• Follow up with customers after they have moved in to ensure they are fully satisfied with their homes.
• Handle customer complaints professionally and ensure issues are resolved swiftly and efficiently.
• Assist with maintaining warranty claims and schedules for repairs.

Qualifications:

• Previous experience in a customer service role, preferably in the housing or construction industry.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite and experience with CRM systems.
• Ability to work independently and as part of a team.
• Problem-solving skills and a proactive approach to resolving customer issues.
• Knowledge of the homebuilding industry, including common building practices and warranty systems, is a plus.
• A customer-centric attitude with a focus on delivering excellent service.

Personal Attributes:

• Strong interpersonal skills and a friendly, approachable manner.
• Ability to manage difficult situations with empathy and professionalism.
• Attention to detail and a high level of accuracy in all tasks.
• Strong time management and the ability to meet deadlines.

Why Join Us:

• Opportunity to work with a reputable and growing housebuilder.
• Competitive salary and benefits package.
• Supportive and collaborative work environment.
• Opportunity to make a real impact on the customer experience.

If you are passionate about delivering outstanding customer service and are looking for a rewarding role in the housebuilding industry, we would love to hear from you.