Redrow: Customer Services Co Ordinator L2 - Redrow Homes North West

Customer Services Co Ordinator L2

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.

Redrow Homes North West
Daresbury
Permanent
Competitive salary

Closing Date:

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.

Summary

The Customer Service Coordinator will deliver first class service to our customers throughout the customer service process. They will assist the Customer Services Manager and Head of Customer Service in managing the department to provide a high quality service to our customers; safely, professionally and within agreed or reasonable timescales.

Full Description

  • Champion the customer throughout the business and be the first point of contact with the customer once completion has taken place answering calls and queries accurately and consistently
  • Maintain a smartly presented, polite, diligent, positive and professional attitude at all times; demonstrate knowledge and build customer confidence
  • Assist the Head of Customer Service and the Customer Service Manager with day-to-day business and customer requirements
  • Work within the guidelines of the NHBC / Premier Guarantee and Redrow's standards
  • Ensure accuracy of all customer details and all communication is correctly recorded on Redrow’s computer systems and communicate regularly with customers in accordance with the procedures set out.
  • Visit customers in the field to understand their needs by building a professional relationship throughout their Redrow journey, offering guidance and assistance/rectification to matters raised and to understand the scope of problems. Where appropriate agree non-complex defects. This will involve occasional weekend/evening working.
  • Provide cover for Customer Service Manager where necessary at the Customer welcome meeting and where attendance is required ensure set agenda is followed as set out in the procedures. This will involve occasional evening/weekend working.
  • Manage customer expectations through clearly explaining the situation, next steps and potential outcomes
  • Take ownership of queries, resolving routine non-complex issues yourself and escalating more complex issues to your Customer Services Manager of Head of Customer Services.
  • Create and issue work instructions on Red CS and / or our Internal systems, ensure Maintenance Technicians diaries are fully utilized, with consideration to geographical benefits and restrictions
  • Liaise with the Maintenance Technicians, Sub-Contractors & Material Suppliers; Monitor the progress of works and customer satisfaction and feedback on completion
  • Produce and maintain plot files,
  • Ensure registration of all new homes with Nationwide Property Assistance on the day of legal completion. Monitor daily registration reports and respond to pdf reports issued by Nationwide Property Assistance following purchaser contact
  • Organize the annual PAT testing of the technicians electrical equipment
  • Ensure familiarity with Redrow Group’s Health, Safety and Environmental policies and comply with employee responsibilities.
  • At all times comply with company policies, procedures and instructions.
  • Contribute to improving the business, protecting and enhancing the reputation of the company, by putting forward new ideas and, when requested to do so, implementing change

What we can do for you

We’ve been building a proud reputation for beautiful high quality homes across England and Wales for over 40 years. Key to our success are the many talented people working in every department across the business who are committed to excellence. We encourage them all to grow and maximise their potential by working with like-minded people who share their vision and values.

At Redrow we are committed to continuously promoting Equality, Diversity and Inclusion (ED&I) throughout the business to build a culture that is inclusive to all, actively values difference and ensures everyone is treated fairly.

Supporting the physical, emotional and financial wellbeing of our people really matters and it’s something we take very seriously. The health and wellbeing of our employees and sub-contractors is embedded at the heart of our culture and as part of this, we offer a wide range of wellbeing programmes, initiatives and education to support our colleagues both in work and in their personal lives.

We promote a culture of development and believe in investing in each individual to help them fulfil their personal goals, excel in their current role and support their future career progression.

Job Description