Customer Service Coordinator

Potensis is proud to present an excellent opportunity to join a prestigious Residential Developer who have developed an excellent reputation for delivering high quality, design led developments across London and the South East.

This has been coupled with a commitment to ensuring that all customers receive the highest possible levels of customer service when purchasing a new property.

To aid their expansion, they are looking for Customer Care Coordinator to join their team at their East London office.

Responsibilities:

• Acting as the first point of contact for homeowners post-completion
• Logging defects and customer queries onto the internal system
• Coordinating subcontractors to attend properties and carry out remedial works
• Booking appointments and managing diaries
• Liaising with site teams and commercial departments
• Monitoring outstanding jobs and ensuring works are completed within service level agreements
• Keeping customers updated and ensuring expectations are managed professionally
• Supporting reporting and general administration within the customer care team
• Coordinating with colleagues to ensure the department provides continual telephone cover throughout the working day.
• Communicating with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner.
• Undertaking post-completion satisfaction calls to customers.

To be successful in the role, we are looking for:

• Experience of working in a phone / email based customer service role.
• Previous experience in a demanding and fast paced customer service environment.
• Excellent communication skills, both written and verbal.
• Intermediate to advanced level of proficiency with MS Office programs (preferably Microsoft Dynamics)
• A strong team player, supportive of colleagues.
• Assertive, tenacious, with an ability to influence others and be resilient to challenging Customer demands.
• Self–disciplined, with excellent time management skills and the ability to coordinate a number of priorities.
• Ability to multi-task, and work efficiently and accurately under pressure.
• Professional, assertive and pleasant manner in dealing with internal and external customers and contacts.

Excellent written and verbal communication skills are essential and candidates should have a demonstrable desire to deliver outstanding levels of customer service.

This is a fast paced role and would suit someone who is organised and has a clear approach to problem solving.

Experience of working within the property industry in a customer services or customer relations is preferred, though consideration would be given to anyone who gained experience in a transferable sector.

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