Great Places Housing Association
Job title:
Customer Care Coordinator
Company
Great Places Housing Association
Job description
Customer Care CoordinatorReporting to the Customer Care Manager, the Customer Care Coordinator will work with other members of the development team to provide an excellent customer service experience for Great Places new customers ensuring they receive the very best care and support moving into their new homes. The role will seek to increase customer satisfaction and improve the timely resolution of defect matters to meet the expectations of customers. The Customer Care Coordinator will be the crucial link between our Development team, Contractor After Care teams and customers across our sites.What you’ll be doingProviding a first class customer service experience for Great Places customers moving into new homes, so that they receive the very best care and support during their home buying and home ownership experienceAssisting in the development and updating of processes and procedures to ensure excellent customer service delivery, capture more performance data and identify and support opportunities for enhancement of the journey, product and serviceTaking ownership of the customer experience, specifically with respect to defects and rectification of defect and ensuring that customers are prioritisedBuilding strong relationships with the aftercare teams of our Contractors and housebuilder partners to collaborate on the resolution of defect matters and resolve any customer concerns and complaintsCreate a focus on and ‘tone of voice’ for the management of defects and customer aftercareTaking ownership of the management of defect aftercare and where necessary managing defect attention through warranty providersAssisting with customer queries, complaints and complimentsWork with the guidelines of NHBC/LABC Guarantee and Great Places standardsWhat you’ll needCustomer service skills and experienceAn interest in housing/propertyNegotiation skillsConfidence and experience of offering challenge both internally and externallyExcellent IT skillsDriver and car ownerWillingness to attend all of our new Great Places sites, across Greater Manchester, Lancashire and South YorkshireWhat we need from youYou will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspectsEmpathy with our customers, tenants and residents and willingness to deliver exceptional customer service;Polite, diligent, positive and professional demeanour at all times; demonstrating knowledge to build customer confidence.Maintain a smartly presented, polite, diligent, positive and professional demeanour at all times; demonstrating knowledge to build customer confidence.Excellent communication skills both written and verbal.Team player but able to work independently and mange own work load/prioritiesHonesty, integrity and accountableFlexible and a problem solverEmpathetic, fair but assertive and comfortable at holding others to accountWhat we give you in return for your hard work and commitmentPension ¦DC Scheme (up to 10% contribution from both colleague and Great Places)WPA ¦Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family membersThe Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much moreAnnual Leave ¦Start at 26 days annual leave, increasing up to 30 days + Bank HolidaysLottery ¦ Monthly draw with 1st @ £250, 2nd @ £75 and 3rd @ £50Savings Club ¦ You can put aside money each month for 11 months to help you save for that special something (pays out in Novembers salary)Help with transport ¦ We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates .At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.INDADGreat Places Housing Group exists to improve the lives of the people living in our 25,000 homes across the North West and Yorkshire. We are much more than just a landlord, providing a wide-range of services and promoting partnership work to create vibrant, sustainable communities.You can find details of our story, our vision and our values .At Great Places, we are committed to using inclusive hiring practices. By embracing diversity and difference, we enrich our teams with varied perspectives, drive, and innovation to create an environment in which everyone can thrive. We welcome applications from people of all identities, backgrounds, and cultures and are committed to fostering an environment in which everyone can be their authentic self; building a workforce that truly reflects the diverse communities we serve.We want to create a recruitment process that allows you to perform at your best! Should you need any support or information throughout the process, please reach out to our recruitment team at .
Expected salary
£25406 per year
Location
Manchester
Job date
Tue, 25 Feb 2025 05:44:04 GMT
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