Customer Care Coordinator - Construction

Job Description

Main Purpose:This is a Part time position. You will be required to work 3 days.To be the main point of contact for all Customer Care related queries, acting as the central hub for all communications, organisation of works and overall coordination of Customer Care functions. To provide excellent customer service, be highly organised,communicate clearly and work effectively to meet targets and deadlines.Key Responsibilities & Duties:Provide excellent customer service, remaining calm during challenging situations, representing the business in the best light.Act as a role model for excellent service delivery and effective communication across the business.Be the main point of contact for customers ensuring any requests, queries and problems and dealt with pro-actively and timely.To act as a customer hub by listening to client/customer feedback and using it to identify trends and trigger service improvement and improved customer satisfaction.Set up and maintain an organised filing structure (emails and shared folders), which is consistent across all projects. Identify any missing documentation and take the initiative to acquire the relevant info as required.Build strong, trustworthy relationships with all stakeholders.Communicate clearly and effectively, minimising ambiguity and risk of misinterpretation / errors.Maintain accurate, up-to-date records. Updating defect trackers daily and circulate to the relevant parties weekly.Book appointments, outlining key contact/access information to avoid any missed appointments, customer dissatisfaction.Organise, schedule and co-ordinate appointments, ensuring a smooth operation timetable. Minimise downtime within the Customer Care Operatives diaries.Identify defects and non-defects (misuse, damage etc.), preventing any unnecessary work/ incurred costs. Highlighting any contra-charges with the CC QS and Head of CC.Escalate any subcontractor, client/ customer, supplier or access issues to the Customer Care Managers for their further support.Think outside of the box. Look for alternative routes where necessary to resolve defects within the target date set.Respond to all customer queries promptly, even if this is just by way of a holding response until further information is obtained.Follow the business and departmental policies and procedures. Raise any non-compliance or process failures with managers.Manage all complaints appropriately and professionally, being empathetic but fair.Take ownership. Be persistent and determined to ensure all matters are actioned as quickly as possible.Accountable for obtaining detailed reports and sign off sheets from contractor and operatives, understanding that there should be no missing documentation for any defect raised.Maintain a forward-thinking approach, trying to mitigate complaints, risk and cost.Take responsibility for your learning and expanding knowledge. Dont be afraid to ask questions.Order materials and parts via the Buying Department/ arrange plant hire.Offer administrative support for the Customer Care Team. Attending customer, stakeholder and project meetings as required.Ensure EOD appointments are made promptly. Maintain drive and a strong focus in closing EOD defects within 60 days to prevent any delay in the issuing of Notice of Making Good Certificates.Provide the Head of Customer Care with weekly and monthly defect reports.Remain organised and prioritise workload. Manage conflicting demands where required.This is a part time position and you salary will be Pro-rata basis.Contact Sam for more info.