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

(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

Customer Service Coordinator

Business Development Manager Contact Centre