Job Description
Hunter Masons client is currently recruiting for Customer Care Coordinator with COINS experience. This role is a permanent position and is based in Stanstead, Essex.
Please note ONLY apply if you HAVE COINSexperience.
Summary of the role:
- To create, deliver and continually improve the service provided to by the Customer Care Team, in order to achieve the Departmental and Corporate Objectives.
- To manage, plan and co-ordinate the demands on the Customer Care department from external customers.
- To handle all customer queries and complaints in a positive, professional and pro-active manner in order for them to be resolved as swiftly as possible.
- To utilise the COINS management system to provide an efficient service to our customers whilst maintaining a full history of events to aid the Development Director, the Managing Director and the Customer Care Manager.
Responsibilities:
- To communicate (via telephone or email) with customers and handle their queries in a professional manner, recording every communication in detail on COINS.
- To record and respond to all communications received by the Customer Care department within one working day of receipt, setting out a realistic timescale for the resolution of the issue or a further detailed response.
- To manage the diaries of the Customer Care Operatives to ensure that they visit our customers as arranged and advising our customers of the necessary arrangements made.
- To maintain a complete record of all works undertaken on behalf of subcontractors on the Contra-Charge Issue Report, accompanied by a breakdown of costs and receipts and raise the necessary Contra-Charge invoice.
- To record any snags raised by the customer on the COINS system, ensuring all necessary back up paperwork is produced and filed in the correct manner.
- To manage and produce Handover Manuals, including (but not limited to) the content and distribution including compliance with law and other regulations.
- To proactively work with Finance and the COINS team to ensure that all Customer Care queries are logged in the correct manner.
- To nurture strong and mutually beneficial relationship with other departments to improve communication, understanding, forward planning and delivery of the projects.
- To represent the Company in a professional and ethical manner to strengthen and enhance the brand and reputation of the Group
Experience Required:
- At least 3 years' experience in a Customer facing role
- Excellent and practical understanding of Microsoft Word, Outlook, PowerPoint and Excel.
Job Types: Full-time, Temporary contract, Temp to perm
Salary: £30,000.00-£38,000.00 per year
Benefits:
Schedule:
Work Location: In person
Reference ID: Stansted