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Job Title: Customer Service Coordinator

Job Overview:

Our client are a well respected and successful new build residential developer. They are deemed as one of the top 50 companies to work for in London and are frequent nominees of House Building awards within the UK.

An exciting opportunity as presented itself for a courteous, efficient, and professional Customer Service Coordinator to be the main point of contact for customers (Home buyers), their agents, and contractors. This role includes providing administrative support to the Customer Service Department and handling customer inquiries via telephone.

Key Responsibilities:

* Raise site instructions, process minor works orders and invoices, and keep records updated.

* Keep customers informed throughout the process.

* Maintain accurate records for cost recovery from contractors.

* Enter and update customer, plot details, interactions, and calls on C360.

* Manage the Gift Tracker and order gifts for handovers and overseas customers.

* Create defect trend analysis and internal reports.

* Handle urgent calls, resolving them over the phone when possible.

* Send instructions to subcontractors and issue contra charge notices as needed.

* Inform utilities and local councils of legal completions.

* Issue end-of-warranty notification letters to customers.

* Assist with coordinating handover packs.

* Follow administrative procedures.

* Ensure utilities, handover readings, and council tax documents are processed

* Update business units, agents, and solicitors on home completion dates.

* Record defects and issue defect notices or instruct independent contractors if necessary.

* Ensure administration for cost recovery from contractors.

* Attend department meetings and complete agreed actions.

* Assist department personnel and be a proactive team member.

* Contribute to customer update videos.

* Manage diaries for managers, site managers, and contractors.

* Assist the Estates team with latent defects and log them on C360.

* Liaise with the onsite Concierge team for new critical tenants/customers.

* Update various trackers weekly.

* Send monthly update letters and improve customer communications.

Skills, Knowledge, and Expertise:

Proficient in Excel, Word, PowerPoint, and database/CRM management.

Excellent organizational and data analysis skills.

Outstanding customer service skills.

Experience in dealing with contractors and building strong relationships.

Self-driven, results-oriented, and positive.

Confident in challenging poor practices.

Focused on achieving exceptional results.

Flexible, adaptable, reliable, and determined.

Well-presented and professional.

Comfortable with customer-facing work.

Confident using CRM systems.

Impeccable attention to detail.

Demonstrates strong Health and Safety standards and leads by example.

For more information for this excellent opportunity, please apply within