Customer Service Coordinator

Posted on 01/04/2025

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Takeley, Head Office
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Permanent

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Customer Service Coordinator

A little bit about the role...
Our Customer Service and Quality Assurance team are an award winning department and proud to of recently won Gold Award in Customer Satisfaction at the In-House Awards. We're always striving to deliver outstanding customer service to our customers and residents and we're looking for an additional Customer Service Coordinator to join our team. You will be the first point of contact for any of our customers reporting defects or issues they may have experienced in their new properties, whilst working part of a close knit team.

The successful candidate will be responsible for but not limited to the following:
Professionally be the first point of contact for all customer enquiries/complaints relating to your allocated developments, via phone and email

The timely resolution of all defects/issues reported within your assigned developments, working within our service level agreements.

Dealing with customer complaints via telephone and email in a timely manner including but not limited to snagging, defects, repairs.

Liaison with the wider Customer Service & QA team, subcontractors and the business to resolve any defects and complaints reported.

Raising material and sub contract orders as required

Timely and effective maintenance and update of the COINS database, logging all correspondence as required

Raising contra charges for subcontractors who have not adhered to our service level agreements.

Liaison with Managing Agents for all communal issues raised

Any other ad-hoc duties that arise within the Customer Service Department
What we'd like in return...
As a successful candidate you will be able to demonstrate the following skills and experience:
- Resilient nature and will enjoy working as part of a team
- Thrive when working under pressure and in a challenging environment.
- Able to remain calm and professional when dealing with enquiries and complaints
- Have proven experience of dealing with a high volume and reactive workload
- You will be skilled in approaching and managing difficult and challenging conversations.
- Successful candidates will be able to demonstrate their initiative and be self motivated, conscientious, organised and efficient
- Proven experience in customer service and complaint resolution is essential
What we will offer you...
As a valued employee you will be rewarded with the following:
- Highly competitive Annual Salary
- Generous company pension (employer contribution up to 10%) increasing with length of service
- Private healthcare for employees, partner and children up to the age of 21
- 22 days holidays, plus English bank holidays, plus the Christmas shutdown (not deducted from your holiday allowance)
- Life Insurance - 4x salary
- Income Protection
- Discretionary Annual Bonus depending on company performance
- Fully equipped gym at head office - Health Checks, Gym Programmes, and Healthy Lifestyle Sessions
- Extensive training and development opportunities
- Enhanced Maternity, Paternity Pay
- In house Occupational Health Nurse
- Long Service Awards
- Vouchers to celebrate marriage, the birth / adoption of a child
- Comprehensive social calendar including but not limited to; Family Fun Day; Company Bowling, Christmas Party and various activities and sporting events throughout the year.
Finally, a little bit about us...

Weston Homes Plc are a residential developer prominent across Greater London, Essex and the surrounding areas within the South East of England. We call ourselves ‘opportunists’, we have everything in-house, which puts us in the driver's seat. Our developments are all bespoke from new build residential, regenerations, traditional build through to refurbishment projects.

We’re proud to say we’ve recently won 5 industry awards for the the second consecutive year, we are proud to have received the Gold award for 'Best Medium Housebuilder', plus Gold award for 'Best Sustainable Development' - Abbey Quay, Barking, Silver award for 'Best Starter Home' - Springfield Park, Maidstone.

Our people are our greatest asset, We not only build homes for life – we build careers for life.