Senior Customer Care Coordinator - Housebuilding
New Yesterday
This position requires you to act as a deputy to the Head of Customer Care for customer escalations when required. The role involves managing complex customer concerns and complaints, supporting the wider team, and contributing to continuous improvement initiatives.
This role reports of the Division’s Head of Customer Care.
Principal accountabilities of the Senior Customer Care Coordinator role include:
Effectively manage the workload and tasks of the Customer Care team to ensure fair distribution and timely responses aligned with customer needs and service level agreements, when instructed by the Head of Customer Care
Build strong rapport with customers through courtesy calls, home visits, and drop-in sessions at designated developments.
Champion the NHBC Customer Satisfaction Survey through positive engagement throughout the customer journey.
Take ownership of escalated complaints and complex customer issues, supporting resolution through to completion.
Maintain and regularly update records of NHBC claims, tracking progress to ensure resolution within agreed service levels.
Manage material costs, purchase orders (POs), and contra charges efficiently and in line with financial authority.
Ensure all departmental administration is current and accurate, producing meaningful reports to support decision-making and performance tracking.
Contribute to divisional customer outcomes and experience by actively participating...
- Location:
- Livingston
- Salary:
- £29,000 /annum annual bonus
- Job Type:
- FullTime
- Category:
- Care & Social Services