Customer Service Coordinator

In a Nutshell…

We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry East London, at our Brentwood office. As our Customer Service Coordinator, you will provide professional customer service incumbent with our 5* service.

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

Let’s cut to the chase, what’s in it for you…

• Competitive basic salary and annual bonus
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits…

In return, what we would like from you…

• Behave in line with our company values – Integrity, Caring and Quality
• Experience in a customer facing role
• Experience working for a housing developer or housing association
• Understanding of NHBC standards & defects
• NVQ in Customer Service
• IT Literate
• Excellent written and verbal communication skills – engaging with customers, suppliers, partners
• Pro-active approach with the ability to work independently and as part of a team
• Understands construction methods and terminology
• Commercial awareness
• Ability to provide a solution focused approach
• Resilient personality and able to maintain a professions image
• Ability to organise and prioritise effectively
• Empathetic

More about the Customer Service Coordinator role…

• Deal with customer queries in a professional and timely manner
• Manage the defects systems to ensure issues are correctly recorded and maintained within SLA
• Cover for annual leave and sickness absence
• Oversee scheduling for Technicians (focus on geographical areas)
• Line manages the Coordinators and the Administrator
• Monitor all sub-contractor works ensuring that all work is completed within agreed timeframes
• Good understanding of product on new developments
• Provide management information to Customer Service Manager
• Action and respond to any complaints
• Attend Client/Subcontractor meetings
• Escalate any issues or risks to the appropriate person
• Familiarise and hold a good understanding of required policies and procedures
• Plan the allocation of own work and ensure that adequate cover is always in place to ensure an effective and efficient use of time and resources whilst ensuring customer needs are met

Finally, let’s tell you a bit more about us…

We build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empowerus to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach. 

Join us in making Vistry.  

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