Customer Service Coordinator

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 3^rd 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