Customer Service Coordinator

Overview

We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry Bristol, at our Clifton office. As our Customer Service Coordinator, you will liaise with customers, partners, technicians and subcontractors to ensure the completion of customer service cases within a timely manner and within SLA. You will be dealing with customer concerns received by telephone or email, appointing contractors to deal with any snagging or defects that arise in our homes.

You will be required to visit your sites from time to time, and customers in rare occasions if desired or needed. We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated. Let’s cut to the chase, what’s in it for you...

• Competitive basic salary and annual bonus
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits...

• Deal with customer service matters received by email or phone, addressing customer issues in a prompt and organised way and in line with SLAs to ensure a positive customer journey.
• Issue instructions to Sub-contractors and follow up to ensure prompt resolution.
• Follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28-day period.
• Deliver excellent customer service with understanding and empathy to our customers to ensure a positive customer journey.
• Communicate effectively and regularly with internal departments and build excellent working relationships as part of the wider team.
• Carry out general administrative duties, ensuring our database system is up to date at all times.
• Ensure all Customer Service KPI’s are in line with company guidelines.
• Maintain awareness of the company Health and Safety requirements and ensure these are adhered to at all times.

• 5 GCSE’s or equivalent including Maths & English
• A Customer Service qualification
• Experience working for a residential house builder ideally within the customer facing environment
• An understanding of building regulations and legal obligations
• A good understanding of written English Grammar
• Ability to touch-type

• To deal with customer service matters received by email or phone, and address customer issues in a prompt and organised way and in line with SLA’s to ensure a positive customer journey.
• Issue instructions to Sub-contractors and follow up to ensure prompt resolution.
• To follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28-day period.
• To deliver an excellent customer service, understanding and empathy to our customers to ensure a positive customer journey.
• To communicate effectively and regularly with internal departments and form excellent working relationships as part of the larger team.
• Carry out general administrative duties, ensuring our database system up to date at all times.
• Ensure all Customer Service KPI’s are in line with company guidelines.
• Maintain an awareness of the company Health and Safety requirements and ensure these are adhered to at all times.