Customer Care Co-ordinator

Shanly Homes (Thames Valley) is looking for a Customer Care Co-ordinator to play a crucial role in ensuring that our customers receive the highest standard of after sales care which matches the quality of our properties.

What you'll be doing

• Supporting the Customer Care Manager to ensure that all customer matters are resolved fully and swiftly
• Be the first point of contact for customers, handling any complaints in a professional and friendly manner and gaining full information regarding the works to be carried out
• Ensure that all customer issues received outside of normal working hours are responded to
• Liaise with the relevant sub-contractor or with our Customer Care Operative to schedule in any works to be carried out at the customer's home
• Ensure that an excellent level of communication is upheld with all relevant parties
• Customers are regularly updated with information on the resolution of their complaint
• Follow up with sub-contractors to ensure any work they carry out is concluded and to the correct standard
• Internal teams are kept up to date with customer feedback
• Manage and maintain the recording of relevant information on the CRM system.
• Ensure accurate and up to date information is recorded for each customer

Skills and experience

We're looking for someone with:

• First class customer service skills, who can expertly balance empathy and professionalism
• Great at organising and keeping on top of a busy but rewarding workload
• Enjoys resolving problems, can ask relevant questions to gain the information to do so
• Friendly and personable nature which comes across in their communication, both written and verbal
• Ideally with some experience in the construction or building industry or a willingness to learn
• A great team player who are supportive of colleagues

Shanly Group is an equal opportunities employer.

RECRUITMENT AGENCY POLICY

We will always try to fill our roles directly where we can.

When we need some extra help, we work with selected recruitment agencies who we have agreed fees and terms and conditions in place with. A member of our HR team will directly engage with the recruitment agency, discussing the role requirements and process fully. Candidates should only be put forward to a member of our HR team following this specific instruction.

We will not pay any fee to agencies who submit a speculative and unsolicited CV to any of our employees and without the agency having received a specific instruction from the HR team. In this instance, we reserve the right to contact the candidate directly without incurring any agency fee.

Speculative or unsolicited candidate and/or CV submission to Shanly Homes Limited, Sorbon Estates Limited and all associated, subsidiary, holding, related or connected companies will be seen as evidence of full acceptance of this policy.