Customer Care Co-ordinator/Customer Service Coordinator

Role: Customer Care Coordinator

Location: South Manchester

Salary: £25,000 - £28,000



Overview:
I am currently working with a residential house builder who are looking for a Customer Care Coordinator to support the Customer Care Department and Site Operations team by handling customer enquiries, coordinating defect resolution, and providing essential administrative assistance. This role also includes HR-related tasks and general office support to ensure smooth day-to-day operations.

Key Responsibilities

Customer Care Support:

* Handle incoming calls regarding customer enquiries, defects, and complaints in a professional and efficient manner.
* Coordinate and schedule sub-contractor visits to address customer defects.
* Draft and send correspondence (letters, memos, emails) to sub-contractors, site teams, manufacturers, and customers.
* Log and update customer enquiries and defect reports using COINS.
* Maintain accurate records and file customer-related data on COINS.
* Follow up with Site Managers to chase outstanding 7-day lists.
* Liaise with the Buying Department to requisition and coordinate materials needed for defect rectification.
* Process invoices and purchase orders in COINS related to customer care.

HR and Site Staff Support:

* Coordinate and process holiday requests for Site Staff, ensuring completion of holiday forms for further processing.
* Ensure absence forms are submitted and processed for Site Staff.
* Maintain and regularly update a site contact list for emergency callouts.
* Collect and compile weekly timesheets for all weekly-paid Site Staff.
* Order Personal Protective Equipment (PPE) for all staff and raise purchase orders using COINS.
* Report any phone or IT issues encountered by operatives.

General Duties:

* Provide flexible support to colleagues across departments when needed.
* Demonstrate a cooperative and adaptable approach to team collaboration.
* Ensure all tasks are completed accurately and within required timeframes.

Skills and Experience:

* Previous experience in a customer service or administrative role.
* Have done a similar role with a residential house builder (desireablle, not essential)
* Proficiency in Microsoft Office (Word, Excel, Outlook).
* Experience using COINS software (desirable, not essential).

Person Specification:

* Punctual, reliable, and dependable.
* Well-organised with strong attention to detail.
* Trustworthy, especially when handling confidential information.
* Willingness to learn new skills and take on additional tasks.
* Positive, proactive attitude with the ability to work independently or as part of a team.
* Flexible and cooperative across all levels of the business.