Customer Care Coordinator
About Us
Wain Homes is a thriving, privately owned housebuilder with more than 50 years of success behind us – and we’re still growing. We’re a team that supports one another, celebrates success, and builds careers together. Whether you're looking to take the next step in your career or bring established experience to a new role, this is a place where your ideas are valued and your contribution makes a real impact.
An exciting opportunity has become available for a motivated Customer Care Coordinator to help ensure our customers remain at the centre of everything we do. Sitting at the heart of our Customer Care process, you will be a strong communicator and listener with a patient, empathetic, and adaptable approach.
The successful candidate will be responsible for the day\-to\-day administration of customer care issues, coordinating resources including Wain Homes Customer Care Maintenance Operatives and external contractors to carry out work in customers' homes.
Working closely with the Head of Customer Care, the Customer Care Coordinator will also be responsible for managing information and maintaining accurate records relating to all customer care matters.
Key Responsibilities
Administration of Customer Issues:
- Monitor the Customer Services inbox.
- Receive and log all customer telephone calls and emails using the in\-house computer system.
- Validate complaints and resolve issues quickly and efficiently, seeking guidance where required.
- Check and ensure work has been completed to the customer’s satisfaction.
- Prepare and distribute weekly defects reports for each site.
- Provide feedback to and obtain information from other departments.
- Ensure all relevant documentation is maintained within customer plot files.
- Archive site information as required.
- Attend meetings as necessary to perform duties effectively.
- Comply with and uphold company policies and procedures.
- Undertake general ad\-hoc administrative duties as required.
- Coordinate Customer Care Operatives, suppliers, and subcontractors to resolve issues and arrange appointments through effective diary management.
- Monitor contractor performance and report poor outcomes.
- Ensure materials are available to facilitate remediation works.
- Maintain reasonable timescales for customers regarding remedial works.
- Address unsuccessful or poor\-quality remediation outcomes.
- Ensure out\-of\-hours services and reporting processes operate effectively.
- Competitive salary
- Annual bonus scheme
- 24 days holiday, increasing with length of service
- WeCare Employee Assistance Programme
- Pension scheme
- Annual Volunteering Day
Inclusion and diversity are paramount at Wain Homes. All applicants and colleagues are treated fairly and respectfully, regardless of any protected characteristics.
If you require assistance or reasonable adjustments during the application process, please do not hesitate to contact us – we are always happy to help.
Recruitment Agencies
Recruitment agencies are requested not to submit speculative CVs. We do not accept unsolicited candidate submissions and will not be liable for any associated fees.
Pay: £24,420\.00\-£35,000\.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free parking
- On\-site parking
- Paid volunteer time
- Sick pay
This listing is from indeed. View original listing ↗