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- Tasks: Manage customer concerns, support the team, and drive continuous improvement.
- Company: Leading housebuilding company focused on customer satisfaction.
- Benefits: Competitive salary, bonuses, pension scheme, and 25 days holiday.
- Why this job: Make a real difference in customer experiences and grow your career.
- Qualifications: Experience in fast-paced customer care and housebuilding required.
- Other info: Flexible working hours and opportunities for professional development.
The predicted salary is between 35000 - 45000 £ per year.
This position requires you to act as a deputy to the Head of Customer Care for customer escalations when required. The role involves managing complex customer concerns and complaints, supporting the wider team, and contributing to continuous improvement initiatives. This role reports to the Division’s Head of Customer Care.
Principal accountabilities of the Senior Customer Care Coordinator role include:
- Effectively manage the workload and tasks of the Customer Care team to ensure fair distribution and timely responses aligned with customer needs and service level agreements, when instructed by the Head of Customer Care.
- 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.
- Take ownership of escalated complaints and complex customer issues, supporting resolution through to completion.
- Maintain and regularly update records of NHBC claims, tracking progress to ensure resolution within agreed service levels.
- Manage material costs, purchase orders (POs), and contra charges efficiently and in line with financial authority.
- Ensure all departmental administration is current and accurate, producing meaningful reports to support decision-making and performance tracking.
- Contribute to divisional customer outcomes and experience by actively participating in team meetings, site closure meetings, and ad hoc sessions.
- Liaise regularly with the Head of Customer Care to provide input into departmental planning, KPIs, and staff development/training initiatives.
Please note: The above list of accountabilities is not exclusive or exhaustive. The post holder may be required to undertake additional duties as reasonably expected within the scope of the role.
Experience, Qualifications and Skills
- Significant relevant experience of working in a fast-paced Customer Care environment.
- Experience of working as a Customer Care Coordinator in housebuilding is a minimum requirement.
- 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
Senior Customer Care Coordiantor - Housebuilding in Livingston employer: Peace Recruitment
Contact Detail:
Peace Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Care Coordiantor - Housebuilding in Livingston
✨Tip Number 1
Network like a pro! Reach out to your connections in the housebuilding industry and let them know you're on the lookout for opportunities. A friendly chat can lead to valuable insights or even a referral.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’d handle complex customer issues or escalations, and be ready to share specific examples from your past experience. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for customer care! During interviews, highlight your commitment to improving customer satisfaction and how you've contributed to team success in previous roles. Let us know why you’re the perfect fit for our team!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Senior Customer Care Coordiantor - Housebuilding in Livingston
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Senior Customer Care Coordinator role. Highlight your experience in managing customer concerns and any relevant achievements in a fast-paced environment. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer care in housebuilding and how your background makes you the perfect fit for this role. Don’t forget to mention your ability to handle escalated complaints with ease!
Showcase Your Communication Skills: As a Senior Customer Care Coordinator, strong communication is key. In your application, demonstrate your ability to build rapport with customers and your experience in engaging with them through various channels. We love candidates who can connect with people!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join the StudySmarter family!
How to prepare for a job interview at Peace Recruitment
✨Know Your Customer Care Stuff
Make sure you brush up on your knowledge of customer care principles, especially in the housebuilding sector. Be ready to discuss specific examples from your past experience where you've successfully managed complex customer concerns or escalations.
✨Showcase Your Communication Skills
Since building rapport with customers is key, prepare to demonstrate your communication skills. Think of scenarios where you've effectively engaged with customers, whether through calls, visits, or meetings, and be ready to share those stories.
✨Be Ready for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Prepare to discuss how you've taken ownership of escalated complaints and what steps you took to resolve them. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Understand the Bigger Picture
Familiarise yourself with the company's goals and how the Customer Care team contributes to them. Be prepared to discuss how you can support continuous improvement initiatives and enhance customer satisfaction based on your insights and experiences.