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For Companies At a Glance
- Tasks: Be the go-to person for customers, ensuring their satisfaction and resolving any issues.
- Company: Join a century-old family business known for innovative home design and exceptional customer service.
- Benefits: Enjoy flexible working, wellness events, personal development days, and generous holiday allowance.
- Why this job: Make a real impact on customer experiences while working in a supportive and fun environment.
- Qualifications: No specific experience required; just bring your passion for helping others and great communication skills.
- Other info: Participate in unique team activities like pottery painting and wellness workshops.
The predicted salary is between 24000 - 24200 £ per year.
Strata Doncaster, England, United Kingdom
Customer Care Coordinator
Strata Doncaster, England, United Kingdom
Location: Support Office, Doncaster with travel to various developments
Hours: 37.5 hours per week, 8:15am – 4:45pm, Monday to Friday
The Opportunity
Our customer’s journey does not end when we hand over the keys; at this point, we are unlocking their future. Your role will be pivotal for creating positive relationships between us and our customers following legal completion and deliver a five-star service. You’ll need to have a customer-focused mindset and be motivated by achieving excellence.
As Customer Care Coordinator, you will be the key point of contact for 12 weeks from legal completion for our customer’s. You will be responsible for ensuring customer satisfaction and exceeding customer expectation through effective communication, problem resolution, accurate recording, and proactive engagement. You will have excellent interpersonal skills, a passion for helping others, and the ability to manage multiple tasks efficiently.
You will have a genuine passion for exceeding customer expectations and will put the customer at the heart of everything you do. You’ll play a huge part in maintaining customer satisfaction, to keep our brand and reputation strong.
Who we are
We are a modern family business over 100 years’ experience designing and building quality, contemporary new homes. You’d think being over 100 years old that we’d be set in our ways, always doing what we’ve always done right? Wrong.
We are a unique brand synonymous with contemporary design, innovative marketing, and exemplary levels of customer service. From the house type range, the web-driven sales process, to the show home experience and personalisation options coupled with absolute adherence to quality: we are truly focused on exceeding customer expectations. Our team are always looking for ways to improve, innovate, and challenge the norm. You’ll have heard this before, but here you aren’t just a number, and we can prove it. We’re really proud to have been certified as a “Great Place to Work”, ranking #38 in Best Places to work for Wellbeing, #58 in Best Workplaces for Development, #30 in Best Workplaces for Women and #34 in the Best Workplaces list. So it goes without saying, we have something special. You’ll work in a place where your uniqueness is cherished, your development is championed, and you’re given all of the tools you’ll need to flourish. You’ll join a team with a vision to become the market leading customer experience home builder underpinned by our sustainability and social purpose credentials.
Responsibilities of the role
- Serve as the key point of contact for our customers from legal completion for 12 weeks.
- Develop strong and lasting relationships with our customers whilst maintaining a positive, empathetic and professional attitude.
- Proactively reach out to customers to check in, log any concerns or defects and gather customer sentiment at strategic stages of our customer journey and promote the HBF survey.
- Manage customer expectations and address enquiries promptly and professionally to identity, rectify and resolve defects in a timely manner.
- Communicate with our internal teams and external subcontractors to help resolve any queries, defects or snags.
- Prepare reports, review data and present to senior management weekly.
- Maintain reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout.
- Ensure all communication into the department is managed appropriately and documented accurately.
- Utilise internal systems and document all information accurately.
- Monitoring reoccurring defects and raise any issues to Head of Service in order to feed back to Production, Technical, Commercial and Product departments.
- Be aware of and adhere to the requirements of the New Homes Quality Code.
- Participate in training to stay updated on product knowledge and customer service best practice.
- Continually strive to develop your technical knowledge of certain aspects of build/products and to support other members of the team by knowledge sharing.
- Supporting our Post-Service team with a range of administration tasks.
What’s in it for you?
- Is Laughing Yoga or flower arranging for you? Maybe a climbing wall or fitness classes are more your thing. You’ll find out at our wellbeing mornings, where we all down tools and try new activities as a team in our Support Office. From mocktail making to pottery painting, there’s something for everyone.
- A calendar of wellbeing events and workshops for you to take part in across the year.
- A personalised health report and access to content from “The Netflix of Wellbeing” with our partner Champion Health.
- Dedicated time for you to spend on your own development with our personal development days and access to a whole host of content through My Development Portal.
- Access to our partner platform Benefex, which gives you access to purchase a whole host of discounted benefit options via salary sacrifice such as dental plans, pension salary sacrifice, PMI, gym memberships, cycle to work schemes plus many more.
- Financial support when you are ill, with a generous company sick pay scheme.
- Your health needs covered with level 1 Westfield Health cover for you and dependent children.
- The encouragement to take a well-earned break with a holiday allowance of 26 days plus the usual public holidays, plus the option to buy an extra 5 days each year through our holiday purchase scheme.
- A Strata Group Fund pension scheme with a minimum contribution from you of 3% and we’ll contribute 6%. This rises to a member contribution of 4% and we’ll contribute 7% for anyone 40 or over.
- Death in service benefit of a minimum 4x basic salary.
- The opportunity to work flexibly in a way that works for you (role dependent).
- A whole host of Fundraising, Volunteering and Social events to get involved in
Are you the brick to our mortar?
Then Join Us!
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Customer Care Coordinator employer: Strata
Contact Detail:
Strata Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Coordinator
✨Tip Number 1
Familiarise yourself with the New Homes Quality Code, as understanding these standards will show your commitment to customer satisfaction and quality service. This knowledge can set you apart during discussions with the hiring team.
✨Tip Number 2
Demonstrate your customer care skills by preparing examples of how you've successfully resolved customer issues in the past. Be ready to share specific instances where your proactive engagement made a difference.
✨Tip Number 3
Research Strata's recent projects and customer feedback to understand their approach to customer service. This insight will help you tailor your conversations and show that you're genuinely interested in their mission.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you align your approach when applying.
We think you need these skills to ace Customer Care Coordinator
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and expectations of a Customer Care Coordinator. Highlight your customer-focused mindset and problem-solving skills in your application.
Tailor Your CV: Customise your CV to reflect relevant experience and skills that align with the role. Emphasise your interpersonal skills, ability to manage multiple tasks, and any previous customer service experience.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your commitment to exceeding customer expectations. Use specific examples from your past experiences to demonstrate how you can contribute to the company's success.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Strata
✨Show Your Customer Focus
Emphasise your passion for customer service during the interview. Share specific examples of how you've gone above and beyond to meet customer needs in previous roles, as this aligns perfectly with the company's commitment to exceeding customer expectations.
✨Demonstrate Problem-Solving Skills
Prepare to discuss situations where you've successfully resolved customer issues. Highlight your ability to manage multiple tasks efficiently while maintaining a positive attitude, which is crucial for the role of Customer Care Coordinator.
✨Research the Company Culture
Familiarise yourself with Strata's values and culture, especially their focus on innovation and customer satisfaction. Mention how you resonate with their approach to creating a positive customer journey and how you can contribute to that vision.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company. Inquire about their strategies for maintaining customer satisfaction and how they measure success in customer care. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
