Customer Care Coordinator

Purpose of role: To provide excellent co-ordination of our responsive repair service by being responsible for the effective diary management for a team of surveyors, preparing information for contract meetings and resolving customer queries and complaints. To work as part of a team delivering excellent responsive repairs service to customers, liaising with contractors, colleagues and customers.

Areas of responsibility include:
* Co-ordination of repairs and customer service colleagues to ensure efficient service delivery
* Problem solving customer queries to deliver a right first time repairs service to all relevant tenures
* Efficient complaint handling ensuring resolution of repairs to completion
* Project co-ordination of Aids and Adaptations, post-inspections, voids, communal repairs and some minor works
* Customer liaison and project management of access for gas safety
* Liaison with contractors to deliver a great service
* Assistance with project, financial and contractual administration

Essential:
* I have project management experience, coordinating a range of programmes
Customer service:
* I am a role model for excellent customer service, creating a 'customer first' working environment
* I have proven experience of managing expectations and innovating to achieve results
* I have proven experience of providing high standards of customer service
* I am able to receive and respond to customer feedback and complaints professionally at all times
* I communicate accurately, listen and keep people informed, and am polite, friendly and helpful
Communication:
* I have a proven commitment to taking personal responsibility for sharing information
* I am able to communicate clearly, accurately and effectively using a range of different communications channels
* I'm able to produce, analyse and present information in a clear transparent way that is easily understood
* I'm able to learn and use IT and communication systems
Interpersonal skills and team working:
* I am able to work effectively as part of a team
* I have effective interpersonal skills and the ability to work collaboratively with stakeholders

* I am able to work flexibly, prioritise and manage competing demands
* I have the ability to form action plans. monitor outcomes and work with stakeholders to keep customers informed
* I have excellent attention to detail
* I am results oriented, focused on service delivery and set high goals for personal and Group achievement
* I understand the need for continuous improvement and play an active role in delivering successful change

* I have GCSE level qualifications or equivalent relevant professional qualification, or qualified by experience with a good level of literacy and numeracy skills
* I can evidence continuing professional development
* I have an advanced Microsoft Office qualification or equivalent skills/experience

* Possession of valid driving licence or the ability to effectively and efficiently visit company offices, customers and properties
* Post holder will be required to work from other company locations (the cost of travel may be subject to tax)
* Able to work flexibly to meet customer and business needs including evening working and weekends
* Subject to relevant Disclosure and Barring checks as required