At a Glance
- Tasks: Manage customer care cases and ensure excellent service delivery.
- Company: Leading Civil Engineering contractor with a strong reputation for quality and customer service.
- Benefits: Career progression opportunities, inclusive culture, and support for candidates with disabilities.
- Other info: Join a dynamic team and grow your career in a supportive environment.
- Why this job: Be the voice of the customer and make a real difference in their experience.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 25000 - 32000 £ per year.
My client is a leading Civil Engineering and Groundworks contractor operating nationally across multiple regional offices, currently looking for a customer care coordinator, based in Tamworth. Built on a reputation for quality, safety, technical expertise and customer service, we work in partnership with major housebuilders and developers to deliver infrastructure, groundworks and civil engineering projects.
Purpose of the Role
The Customer Care Co-ordinator is responsible for managing customer care cases from initial notification through to successful completion and closure. Acting as the central point of contact for developers, clients, homeowners and internal operational teams, the role ensures defects, enquiries and service requests are handled professionally, efficiently and in line with customer care standards and service level agreements. The role plays a key part in protecting the company's reputation, delivering excellent customer experiences and supporting the achievement of Customer Service Excellence across all regional operations.
Key Responsibilities
- Customer Care Administration
- Receive, log and manage customer care defects and service requests.
- Maintain accurate records within the customer care database and management systems.
- Ensure all customer care cases are correctly allocated and tracked through to completion.
- Monitor outstanding actions and follow up as required to ensure timely resolution.
- Customer Communication
- Act as the first point of contact for customers, homeowners and client representatives.
- Acknowledge customer care requests within agreed response times.
- Keep customers informed throughout the lifecycle of each case.
- Manage customer expectations professionally and courteously.
- Handle customer concerns and complaints with empathy and professionalism.
- Co-ordination of Repairs and Inspections
- Liaise with Contracts Managers, Site Teams, Operatives and Subcontractors to arrange inspections and remedial works.
- Schedule appointments with homeowners and clients.
- Issue diary invites and appointment confirmations.
- Co-ordinate resources to ensure remedial works are completed within agreed timescales.
- Database and Reporting
- Maintain accurate records of defects, customer communications, inspections and completed works.
- Produce reports on response times, completion rates and outstanding customer care cases.
- Assist in monitoring KPIs and service standards.
- Identify recurring issues and emerging trends.
- Commercial and Financial Responsibilities
- Assist in obtaining quotations for chargeable works.
- Process approved customer care orders.
- Support invoice administration and payment tracking where required.
- Ensure all supporting documentation is accurately recorded.
- Stakeholder Management
- Build effective working relationships with Site Management Teams, Contracts Managers, Construction Directors, Technical Teams, Commercial Teams, Clients and Developers, Homeowners.
- Promote a positive and professional image of the business at all times.
- Continuous Improvement
- Support initiatives aimed at improving customer satisfaction and service delivery.
- Contribute to lessons learned reviews and defect trend analysis.
- Promote a 'right first time' approach by sharing recurring issue data with operational teams.
Key Performance Indicators (KPIs)
- Customer care requests acknowledged within company SLA.
- Defects logged accurately and on time.
- Appointment booking timescales achieved.
- Customer satisfaction levels maintained or improved.
- Reduction in overdue customer care cases.
- Accurate maintenance of customer care records and databases.
- Timely closure of customer care actions.
Skills, Knowledge and Experience
Essential
- Previous experience in a customer care, customer service or administration role.
- Excellent communication and interpersonal skills.
- Strong organisational and time management abilities.
- Ability to manage multiple priorities simultaneously.
- Confident using Microsoft Office packages including Outlook, Word and Excel.
- Excellent attention to detail.
- Ability to work effectively with operational and technical teams.
Desirable
- Experience within construction, housebuilding, groundworks or civil engineering.
- Knowledge of defects management processes.
- Experience using customer care management systems.
- Understanding of construction terminology and build processes.
Personal Attributes
- Customer focused.
- Professional and approachable.
- Highly organised.
- Proactive and solution orientated.
- Calm under pressure.
- Resilient when dealing with challenging situations.
- Team player with a positive attitude.
- Committed to delivering excellent customer service.
Career Development Opportunities
This role offers progression opportunities into Senior Customer Care Co-ordinator, Customer Care Manager, Head of Customer Care with continued development in customer service excellence, quality assurance and operational support within the Groundworks and Civil Engineering sector.
About Us
We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options. We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies.
Customer Care Coordinator employer: Nicholas Associates
Nicholas Associates is an excellent employer for those looking to thrive in the Engineering and Technical recruitment sector. With a hybrid work model, a supportive work culture, and a comprehensive benefits package including generous holiday allowances and a pension plan, employees are encouraged to grow and develop their skills in a dynamic environment. Located in Sheffield, the company offers unique opportunities to engage with diverse industries while fostering a collaborative atmosphere that values both individual contributions and team success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nicholas Associates. 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 Nicholas Associates 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
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 Nicholas Associates:Your cover letter is your chance to shine! Tell us why you want to work at Nicholas Associates 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 Nicholas Associates!
How to prepare for a job interview at Nicholas Associates
✨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.
