Customer Service Coordinator
Job Details
Full Job Description
Role overview:
Processing daily defects and EODs for the Regional Customer Service Department, ensuring all processes and procedures are followed and all records are maintained and are accurate at all times.
Key Results Areas:
Delivery
Ensure works are completed within their given target date to achieve or exceed Customer Service KPls
Log all defects received accurately and in a timely fashion in accordance with the Customer Service processes and procedures
Ensure all appropriate contra charge letters are sent to allow maximum cost recovery
Ensure weekly reports are sent to clients on time and that they remain accurate
Ensure all communication to clients and customers are delivered in a timely fashion and in a professional manner at all times
Proactively track target completion dates to avoid them being exceeded
Retain focus on EOD process and maintain accurate
records ready for client submission upon completion of works
Customer
The booking of all defects is completed within their given date to achieve or exceed KPIs
All Customer written and telephone communications are answered in a timely and professional manner
Effective liaison with other departments, team members and sub-contractors as required
Meets deadlines
Communications with Customers is consistently at a high standard
Builds effective relationships with internal and
external stakeholders
Success Measures:
Demonstrates excellent standards of Customer Service, understanding their needs and delivering on promises
Meets and often exceeds Customer Service KPI’s
Achieves excellent customer satisfactions surveys from both customers and clients alike
Follows Hill processes and procedures
All daily defects and EODs are processed in a timely and accurate manner
Ensure all records are maintained and accurate at all times
Ensures all Operatives are completing risk assessments on their PDAs and they call in at the end of the day to promote lone working best practice
Maximises the efficiency of in-house and 3rd party operatives by booking in works
The booking of all defects is completed within their given date to achieve or exceed KPIs
Obtains estimate and quotes and challenges costs wherever possible.
All Customer written and telephone communications are answered in a timely and professional manner
Contra charge letters are sent efficiently to allow maximum cost recovery
Effective liaison with other departments, team members and sub-contractors as required
Meets deadlines
Communications with Customers is consistently at a high standard
Builds effective relationships with internal and external stakeholders
Complies with all Health and Safety requirements
Skills, Experience and Attributes:
Experience in Customer Service and can demonstrate a good understanding of customer needs and delivering to their requirements
Strong IT Skills
Excellent attention to detail and accuracy
Has the ability to prioritise tasks
Strong organisational skills
Excellent time management skills, meets deadlines
Outstanding communication skills, verbal and written
Proactive and flexible approach
Works collaboratively and builds good working relationships
Demonstrates an understanding of H&S requirements
Customer Service Coordinator
Hill Group UK
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