Customer Service Coordinator

We are currently recruiting for a Customer Service Coordinator, to be a key point of contact for customers and end users. Reporting to the Customer Service Manager, the successful candidate will take prompt and effective action to ensure that defects are completed to the customer's satisfaction, within the annual targets set. This candidate will also provide administration support for the members of the Customer Service Team.

This role is hybrid, therefore the successful candidate will spent 3 days per week in our office in Coleshill and 2 days working from home.

Key responsibilities include:

• Compliance and achievement of Group, Division, LCO, project, procedures, personal targets and initiatives.
• Ensure that all emergent defects received are acknowledged, logged onto the system and then ensure all subcontractors attend within the customer required time frame.
• Ensure all generated reports are relevant in accordance to the agreed Customer Care Plan.
• Provide a professional administration service to the Customer Service Manager and produce, accurate, well presented documentation within time-scales required for internal meetings and customers.
• Ensure the quickest possible communication of emergency situations to the relevant member of your team.
• Assist in collecting information and format into completed end of project Health and Safety files as required.
• Review the status of all ‘open’ tasks daily.
• Collate KPI data on a monthly basis, ensuring all reports are relevant, accurate and issued in a timely manner to the customer and operational teams.
• Coordinate service engineers diary, including forward planning of all materials, access and equipment required.
• Effectively manage all complaints in line with customer service procedures.
• Ensure compliance with all customer service procedures.

Essential and Desirable Criteria

Essential Criteria:

• Proven experience of using Microsoft Office and other packages for the collation of data.
• Effective liaison with customers, end users and the supply chain.
• Ability to multi task and organise both operatives and tradesmen.
• Knowledge of multifaceted communication techniques and methods.
• Experience of using databases and report writing.
• Proven experience working within a team and delivering results in a timely manner
• Full UK Driving license with access to your own vehicle as some travel is required on occasion.

Desirable Criteria:

• Good level of education, including Maths & English (both written and spoken).

Personal Qualities:

• Model behaviour that shows respect, helpfulness and co-operation.
• Recognise the importance of relationships and build these across the organisation.
• Identify your customers’ needs and expectations, and strive to deliver them.
• Take personal responsibility for making things happen.
• Find practical ways to overcome barriers.

Additional Information

Willmott Dixon embraces diversity in the workplace and will consider flexible and agile working.

We are a disability confident employer.

Benefits: In return we reward our people generously with a competitive package that gives you flexible benefits to fit your lifestyle and priorities. This includes but is not limited to, an enhanced pension scheme, full / heavily discounted private medical, life assurance, and incentive bonus.

About Us

With 170 years of rich history, Willmott Dixon’s purpose beyond profit is to deliver brilliant buildings, transform lives, strengthen communities, and enhance the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and trusted privately owned business where our people can thrive.

Construction is changing and we are at the forefront of that change. Pioneering new ways to build, innovating the way construction is viewed and establishing ourselves as one of the top employers in any industry. It truly is an amazing company in one of the most exciting industries with a vast array of professional career paths.

Willmott Dixon was awarded No 1 in the Best "Big" Companies (2022) to work for and already holds the Times Top 50 Employers for Women 2022 & 2024, and is the first major contractor and developer to win a King’s Award for Enterprise in the category of sustainable development.