Sector: Other

Location: Durham

Remuneration: £23000 Per Annum

Job Reference: NB82298

Customer Support Coordinator required for a new role in Durham.  This role has been created to meet the needs of an expanding team, it is full-time and permanent, based on the outskirts of Durham with on-site parking.

The Role
Monitor the Customer Services Inbox.
Receive and log the results of all telephone calls and emails from customers.
Ensure the preparation and issue of the defects report for each site.
Use and promote customer defect system to customers and subcontractors.
Liaise with the NHBC claims department.
Provide feedback to the technical department.
Ensure all relevant documentation is in customer plot files.
Archive site information as required.
Ensure the correct allocation of work to the customer support technician, the existing site teams and/or contractors.
Allocate any NHBC inspections and other inspections as required.
Oversee the work of contractors and report on poor contractor outcomes.
Ensure materials are available as required to facilitate remediation.
Maintain reasonable timescales for customers for any remediation works.
Address unsuccessful/poor remediation of customer enquiries.
Undertake defect reporting.
Monitor customer and issue handling.
Follow the complaints and escalated complaints procedure.
Refer challenging or complex customer issues to the Head of Customer Service.
Ensure that out of hours services and reporting work effectively.

Monday to Friday 8.30am to 5.00pm (1/2 hour for lunch) predominately in the main Durham office, but will sometimes be required to work on out and about – you will need to be available out of hours to take emergency phone calls.

Experience & Qualifications
Experience in a customer service role or relevant qualification.
Experience of maintaining a database.
Ability to work independently, prioritise work and take initiative.
Able to demonstrate efficiency and reliability in previous roles.
Ability to think ahead and forecast customer enquiries.
Great Interpersonal, communication and relationship skills.
Able to put customers first by actively listening, building trust and understanding their needs.

£23,000 per annum

This is a permanent position and Corepeople Recruitment Limited will be acting as an employment agency for permanent recruitment on behalf of our client.

By applying for this job you accept the T&Cs, Privacy Policy and Disclaimers which can be found on our website.

Apply for this job

Back to search results