macdonald and company
macdonald and company

Customer Care Coordinator

  1. Permanent
  2. London
Up to £25000 per annum + bonus

Role Responsibilities and Outputs

Customer Enquiries:

  • Provide outstanding Customer service to improve customer satisfaction and relationships
  • Be the first point of contact for Customer enquiries via telephone and email, resolving and answering queries in a timely and polite manner
  • Field Customer enquiries and direct to the appropriate member of the team or external partner
  • Liaise with contractors, arrange repairs and book appointments with residents
  • Arrange home tours and key handover appointments with customers and the Customer Care team
  • Screen, assess and direct property defect enquiries on Clixifix or similar system and update the customer of progress and conclusion
  • Maintain reasonable timescales for customers for any remediation works, and ensure that customers are kept informed throughout any works taking place in their home
  • Ensure the preparation and issue of the weekly defects report for each site for the Customer Care team meeting
  • Liaise with the NHBC/building insurers claims department as required
  • Enforce the Customer Care image by personally contacting customers after legal completion to ensure the customer is happy and satisfied with the service received

Administration:

  • Produce all relevant documentation relating to Customers accurately and in a timely manner
  • Scan, electronically file and maintain accurate up-to-date files which allow instant access to information which is compliant with data protection legislation
  • Issue and administer documentation relating to the resale of Pocket homes accurately and on time
  • Creation of Purchase Orders through our online system
  • Keep a record when our complaints and displacement policy is utilised
  • Manage the annual verification of purchaser process each year, ensuring owner occupation and subletting is recorded
  • Any other duties as reasonably required by the Customer Care team

Research and Development:

  • Collate data on all completed sites to allow for easy access to relevant information to include service charge information from our managing agent Haus
  • Assist with the implementation of a new Pocket app that will be available to residents
  • Collate results from the aftercare feedback questionnaires
  • Report any continually occurring problems encountered to the Customer Care Manager to ensure these can be rectified and the source of the problem identified
  • Contribute ideas for the continuous improvement of the Customer Care team and Pocket as a company

Please apply with your most up to date CV for further information on the role and company!

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