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customer care coordinator

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Hungerford, South East
Job type:
Date Posted:
07 June 2019
reference number:

The client are one of the UK's top 10 house builders with a regional office based in Newbury which currently sits as a 5* house builder and with a Customer Care rating of 96% over 700 houses delivered annually.

They are currently recruiting for a Customer Care Coordinator to be based in the office reporting into a Customer Care Manager and Head of Customer Care. Candidates must have at least 3 years experience working in Customer Care within the construction industry and must be based within an hour of Newbury. Due to the level of experience required the client have stated they would be looking to pay up to £30k + package.


* To fully adhere to the Customer Care policies and procedures
* Responsibility for Housing Association and NHBC Claims
* Attend Housing Association - End of Defect Inspections where required
* Handling and responding all customer correspondence and communication
* Attend Housing Association handover inspections along with site team
* Have full understanding of the specification and requirements of the Housing Association and the relevant terms of contract
* Review and monitor all NHBC Resolutions and Section 3 Claims, ensuring that a Customer Care Manager attends meetings where required
* Log and monitor all defects which arise from and NHBC Resolution and Section 3 Claims, keeping both homeowners and NHBC fully informed at all times
* Ensure that all inbound telephone calls are answered professionally and courteously, and ensuring that all issues are recorded in the Company's IT System.
* Monitor and ensure that all inbound emails allocated are responded to in line with our SLA, as detailed on the company website
* Liaise with site management teams, customer care operatives and external sub-contractors/suppliers to ensure all remedial works are completed efficiently in accordance with the NHBC Buildmark Warranty
* Monitor and chase site managers on a weekly basis, where necessary, identifying and escalating those who are not performing to the Head of Customer Care
* Use the IT systems and associated reports to manage the resolution of defects
* Liaise with commercial and buying departments to order materials in accordance with any arrangements made for defect resolution and identify contra charges where appropriate and complete necessary recording in IT system
* Review and check invoices for payment, ensure contra-charges are in place and subcontractors are fully informed where appropriate.
* Complete all post-completion courtesy calls and/or emails with homeowner's in line with the the company customer journey, where appropriate

The client operate a 2 stage interview process, the 1st with the Senior Customer Care Manager and the 2nd with the Head of Customer Care. If this opportunity is of interest please apply now.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.