We are recruiting for a Customer Care Coordinator for our clients team in Norwich. The role is responsible for coordinating remediation works in customers’ homes, involving the identification of an issue, scheduling of works and communications with the customers, contractors and wider Customer Care team.

Duties

• Professionally handle incoming communications from customers through a variety of channels (phone, email, customer portal etc).
• Carry out proactive calls to customers as may be required in order to provide the highest standard of customer service.
• Assess and identify the appropriate course of action to resolve customer issues, with support from your line manager.
• Record all incoming / outgoing communication and all other relevant information on Coins to ensure a complete record is maintained at all times.
• Coordinate and schedule remediation works with external contractors and the Customer Care Maintenance Operatives, and monitor the progress of works whilst maintaining regular communications with the customer.
• Maintain strong working relationships with our contractors and Customer Care Maintenance Operatives to ensure all works are completed in a timely manner and to the customer’s satisfaction.
• Provide administrative support where required (such as in relation to contra-charging etc).
• Attend site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives/Operations Manager.

Experience we need

• Have a good level of computer literacy and the ability to quickly learn new systems and processes
• Operate with pace and a sense of urgency
• Be well organised and possess good time management skills
• Be able to multitask, prioritise your work load and work from your own initiative
• Demonstrate exceptional verbal and written communication skills
• Be intuitively customer centric
• Work well with others and support team members
• Thrive in a busy, varied environment

Please apply with your updated CV