Customer Services Co-ordinator

Tilia Homes Ltd; Bedford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading housebuilder is looking for a Customer Services Coordinator to enhance customer satisfaction and support the aftercare service. The role involves organizing workloads, ensuring timely resolution of defects, and providing exceptional service to clients. Applicants should have strong interpersonal skills, negotiation abilities, and some technical knowledge of house building. Competitive salary and attractive benefits are offered for candidates in Bedford.

Benefits

26 days holiday with additional bank holidays

Enhanced Company Pension Scheme

24/7 GP

Holiday Buy Scheme

Life Assurance

Employee Assistance Programme

Qualifications

• Strong interpersonal skills in dealing with customers.
• Ability to stay calm when handling complaints.
• Intermediate-level proficiency in Excel and Word.

Responsibilities

• Plan, prioritise and organise workload daily.
• Provide an excellent customer journey process.
• Ensure defects are attended to in a timely manner.
• Track SLA’s and report to management.

Skills

Strong interpersonal skills

Negotiation skills

Calmness under pressure

Technical knowledge of house building

Intermediate skills in Microsoft Excel

Intermediate skills in Microsoft Word

Job description

untypical are an ambitious, customer focused housebuilder that put people and the planet at the heart of everything we do. We're dedicated to delivering the best possible standards in design, build quality, and service for our customers.

We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.

Our benefits package includes:

• 26 days holiday with additional bank holidays
• Enhanced Company Pension Scheme
• 24/7 GP
• Holiday Buy Scheme
• Life Assurance
• Employee Assistance Programme

About The Role

We have a vacancy for a Customer Services Coordinator

TiliaHomes has anopportunity for a Customer Services Co-ordinator to join ourEasternRegional team, based from our BedfordOffice.

The aim of the role is to provide a professional, positive and enthusiastic service to our customers

Duties will include:

• Plan, prioritise and organise workload daily
• Provide an excellent Customer Journey process –Including courtesy calls, site progress and customer satisfaction
• Being responsible for ensuring defects are attended to in a reasonable timescale
• Promote a culture of cost control and recovery on site through specification of works and adherence to contract charge procedures
• Specify remedial works, allocate appropriate subcontractors and supervise this up to completion
• Prepare and submit progress reports to the Customer Care Manager
• Support in new ideas/ procedure to improve the quality of after care service in line with the Tilia Homes Customer Journey.
• Track SLA’s and report to Senior Coordinator & Customer Care Manager.
• Help continuous improvement in customer satisfaction ratings

About You

• Strong interpersonal skills in dealing with internal and external customers
• Confident and able to demonstrate negotiation skills
• Ability to stay calm, professional and display patience when dealing directly with customer complaints
• Recognise the importance of customer service
• Able to evaluate and assess technical and commercial issues and make informed decisions
• Able to work independently ensuring our aftersales service is impartial
• Intermediate skills in Microsoft Excel and Word.
• Some technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works preferred

Bringing together two trusted housebuilding brands, Tilia Homes and Hopkins Homes, untypical aims to make a positive difference to the UK housebuilding market and help to provide greater access to homes which are affordable for buyers.

Guided by an innovative approach and a commitment to excellence, untypical focuses on creating sustainable, inclusive communities, delivering homes across the UK that people want to live in and are good for the planet.

Our people are at the heart of what we do and in order for us to succeed in becoming the UK’s most customer-centric housebuilder, we are looking for talented and ambitious individuals to join our team.

Competitive, plus bonus and enhanced pension