Main Function (Customer Service Coordinator)

To support the customer services department with key administrative duties working alongside the co-ordination role

Key Functional Areas (Customer Service Coordinator)

* Effective and professional communication with customers to correctly manage customer expectations where necessary

* To issue Miller documentation as and when required or requested to assist the homeowner in the use and understanding of their new home

* Ensure that we are in possession of the correct addresses and telephone numbers for all customers

* To ensure accurate and speedy data input into the customer service operating system where necessary

* Create positive working relationships with colleagues paying specific attention to Sales and Production and more importantly the site teams, to enable smoother transition and completion of remedial tasks

* Deal effectively and within charter timescales all incoming communications such as telephone calls, messages, emails and texts. Record on the system in a timely manner

* To act professionally, courteously and with dignity and control at all times with customers, internal colleagues, external colleagues and subcontractors alike to uphold the core values of the business, in a pressurised environment.

* To focus on costs against budget and ensure that contra charges are in place with the relevant paperwork as and when necessary

* Creation and management of letters, reports, spreadsheets and re-charges

Key Capabilities Required (Customer Service Coordinator)

(1) Skills, Capabilities and attributes

* Ability to work individually and/or part of a team

* Ability to provide exceptional levels of customer service

* Ability to empathise and sympathise with Miller Homes customers without compromising the position of the business

* Ability to provide concise and accurate written or numerical reports when required

* Ability to work comfortably with Excel, Word & Powerpoint

* Must be able to forge strong professional relationships with internal and external disciplines

* Ability to communicate effectively and successfully both written and electronically

(2) Behavioural Attributes

* Trustworthy, honest and provide excellent feedback

* Sound commercial awareness

* Self-disciplined

* Controlled

* Smart and professional personal appearance

* Confident communicator both verbally and written

* Assertive

* Dignified

(3) Knowledge, Experience and Qualification

* Experience of client and company confidentiality

* Knowledge of residential property and our competitors is desirable

* Knowledge of construction including PMA awareness is desirable

* General knowledge of NHBC Technical Requirements/Guidelines desirable

* Computer literate (especially Word & Excel) with good administrative skills essential