Customer Service Coordinator in London

Kenna Recruitment has a brand new, exciting role for a junior customer care coordinator to join one of the UK's largest developers. This entry-level position is perfect for someone with a passion for customer care and a drive to advance their career. If you have the enthusiasm and dedication to succeed, this could be the perfect chance for you to grow with us.

Overview:

To provide a courteous, efficient, and professional liaison between purchasers, their agents, contractors, and all departments and representatives of St. George.

To provide overall administrative support to the Customer Service Department.

To be the first point of contact for Customers relating to telephone enquiries to the department.

Key Responsibilities:

• Provide administrative support to the Customer Service Executive and Customer Service Team.
• To raise Site instructions, Minor Works Orders, and process invoices ensuring records are kept updated and relevant documentation is included such as Risk Assessments and insurance.
• Updating customers during the course of defects being closed and updating them once they are closed issuing relevant close-out photos / videos.
• To effectively record keep to ensure successful contra charging of costs to contractors
• Input customer details and plot details onto C360 and ensure updated and maintained
• Log all calls coming into the office onto C360 and pass them on to the relevant recipient.
• To keep the Gift Tracker updated and order gifts in time for handovers and overseas customers
• To produce defect trend analysis reports and internal reports for Customer Service & Sales Team
• To action urgent calls and to use discretion where action is required on other less serious issues. Initiative to diagnose and resolve the issue over the phone with the customer.
• To ensure written instructions are sent to sub-contractors using appropriate documentation and ensure contra charge notices are issued as appropriate.
• Inform Utilities and the local council of legal completions.
• Issue end-of-warranty notification letters to customers.
• Ensure adherence to administrative procedures as set out in TQM10.
• To update MyHomePlus with relevant documentation and assist all teams to improve their weekly progress figures via regular reporting and data analysis.
• To ensure all utilities/handover readings/council tax documents are processed via C360 to the relevant companies
• Updating related parts of the business, 3rd party agents, and solicitors on anticipated completion dates of customers’ homes
• Record all defects raised on C360 and issue defect notices to contractors or instruct independent contractors for further investigation where necessary.
• Contribute with ideas for weekly/monthly update videos that are sent out to customers and partake in videos for customer benefit.
• Diary management for managers/site managers & other contractors
• Liaising & assisting the Estates team on latent defects and logging on C360 accordingly
• Liaise with the onsite Concierge team when it comes to new critical tenants/customers & create an independent internal report of critical customers Appendix 41d DL 31/03/21
• Update relevant trackers on a weekly basis (Customer Extras, Inspection Trackers, Customer Surveys, Colour selections, etc).

Skills, Knowledge, and Qualifications

• Proficient in Excel, Word, PowerPoint, and database / CRM management
• Excellent organisational skills
• Excellent data analysis skills
• Outstanding Customer Service skills
• Experience dealing with contractors and building solid relationships
• Self-driven, strong-willed, and results-oriented with a positive outlook
• Has a clear focus on exceptional results
• Flexible and adaptable
• Reliable, tolerant, and determined
• Well-presented and professional
• Impeccable attention to detail
• Demonstrating impeccable Health and Safety Standards and leading by example
• At least 2 - 3 years minimum of working within admin ideally with a housebuilder / construction background

What can we offer you?

• Salary between £30,000 - £35,000
• Pension scheme (5%)
• Life assurance
• Private healthcare
• 1 day working from home