Customer Care Coordinator - DWHS

Specific Location
Hungerford

Division
Southern

Hours of Work
37.5 hrs per week

Brand
David Wilson Homes

Contract Type
Full-time

Closing Date
05 October 2018

Customer Care Coordinator - DWHS

The Customer Care team, making sure home buyers receive the very best care following their home buying experience.

 

Being in a customer-facing role with us is a little bit different than most businesses. Our customers expect their homes to be of the highest standard, and you’ll make sure they are, by being on hand with answers and practical help. Because of the things you’ll be dealing with we look, ideally, for construction or building experience. More importantly than that though, is your passion for quality and professionalism. 

The Customer Care Department’s mission is to provide a timely, proactive, efficient and professional service to everyone we interact with.

The purpose of the Customer Care Coordinator Role is to support the Head of Customer Care in managing all customer related issues through to resolution and being the voice of the Customer across our business.

Responsibilities

  • Working closely with your nominated Development Teams to ensure our customer journey processes are followed throughout
  • Chair weekly customer meetings with your Development Teams to review customer emotional status, ensuring that customer queries/defects are dealt with in a timely manner.
  • Provide weekly reporting to the relevant personnel.
  • Answer incoming calls to the Customer Care Department and log any issues and actions appropriately.
  • Logging all customer queries to ensure that there is an accurate record of all customer contact on the Customer Care systems.
  • Responding to all customer queries via email, telephone and letter professionally and within the agreed timeframe.
  • Building long standing relationships with customers throughout the duration of their warranty by; completing courtesy calls, managing programmes of remedial works and understanding their needs as a customer.
  • Building relationships with Subcontractors to ensure of completion of remedial works in a timely manner. Chasing for information and arranging contra charges where necessary.
  • Coordinate with other departments to ensure the correct resource and materials are available to complete remedial works within a timely manner.
  • Coordinate programmes of remedial works across multiple trades
  • Schedule Customer Care Operative appointments for customers.
  • Carry out any appropriate duties that are required to improve the customer experience.

 

 

 

 

The Customer Care Department’s mission is to provide a timely, proactive, efficient and professional service to everyone we interact with.

The purpose of the Customer Care Coordinator Role is to support the Head of Customer Care in managing all customer related issues through to resolution and being the voice of the Customer across our business.

Responsibilities

  • Working closely with your nominated Development Teams to ensure our customer journey processes are followed throughout
  • Chair weekly customer meetings with your Development Teams to review customer emotional status, ensuring that customer queries/defects are dealt with in a timely manner.
  • Provide weekly reporting to the relevant personnel.
  • Answer incoming calls to the Customer Care Department and log any issues and actions appropriately.
  • Logging all customer queries to ensure that there is an accurate record of all customer contact on the Customer Care systems.
  • Responding to all customer queries via email, telephone and letter professionally and within the agreed timeframe.
  • Building long standing relationships with customers throughout the duration of their warranty by; completing courtesy calls, managing programmes of remedial works and understanding their needs as a customer.
  • Building relationships with Subcontractors to ensure of completion of remedial works in a timely manner. Chasing for information and arranging contra charges where necessary.
  • Coordinate with other departments to ensure the correct resource and materials are available to complete remedial works within a timely manner.
  • Coordinate programmes of remedial works across multiple trades
  • Schedule Customer Care Operative appointments for customers.
  • Carry out any appropriate duties that are required to improve the customer experience.

Benefits

25 days holiday

company pension scheme

Free parking

company discount scheme

 

 

Apply now