Customer Service Coordinator

Customer Service Coordinator - Yorkshire

Do you excel at juggling priorities, communicating clearly, and making customers feel valued? If yes, this role is perfect for you! Within this position it is essential in ensuring our customers receive an exceptional aftercare experience and that all enquiries are managed efficiently and professionally.

Key responsibilities:

Monitor and manage both your personal email inbox and the shared Customer Service department inbox

Record and maintain accurate logs of all customer and contractor communications, including telephone calls and emails

Track customer issues and update all records to ensure accurate and timely reporting

Coordinate and schedule diaries for Customer Service Operatives

Allocate works appropriately across Customer Service Operatives, site teams, and contractors to resolve issues in new customer homes

Organise materials and resources ahead of scheduled works, ensuring availability both in-store and on-site

Process purchase orders, invoices, and manage any contra-charging requirements

Oversee contractor performance and report any inadequate outcomes to the Customer Service Manager

Ensure reasonable and timely remediation timescales for customers and maintain regular communication throughout the process

Address and escalate unresolved or unsatisfactory customer issue resolutions

Ensure the out-of-hours service and associated reporting run efficiently

Maintain complaint logs and provide weekly updates to senior management

Acknowledge and respond to customer complaints within agreed SLAs

Maintain surveys, reports, and documentation received from contractors and external bodies

Uphold a professional standard when dealing with internal teams, external partners, and customers

About you:

Monitor and manage both your personal email inbox and the shared Customer Service department inbox

Record and maintain accurate logs of all customer and contractor communications, including telephone calls and emails

Track customer issues and update all records to ensure accurate and timely reporting

Coordinate and schedule diaries for Customer Service Operatives

Allocate works appropriately across Customer Service Operatives, site teams, and contractors to resolve issues in new customer homes

Organise materials and resources ahead of scheduled works, ensuring availability both in-store and on-site

Process purchase orders, invoices, and manage any contra-charging requirements

Oversee contractor performance and report any inadequate outcomes to the Customer Service Manager

Ensure reasonable and timely remediation timescales for customers and maintain regular communication throughout the process

Address and escalate unresolved or unsatisfactory customer issue resolutions

Ensure the out-of-hours service and associated reporting run efficiently

Maintain complaint logs and provide weekly updates to senior management

Acknowledge and respond to customer complaints within agreed SLAs

Maintain surveys, reports, and documentation received from contractors and external bodies

Uphold a professional standard when dealing with internal teams, external partners, and customers

Experience in a similar role within a housebuilding organisation is desirable

Qualified by experience

Strong organisational abilities with the capacity to prioritise workload effectively

Able to work independently and collaboratively as part of a team

Excellent written and verbal communication skills

Ability to work well under pressure in a fast-paced environment

Initiative-driven, with strong problem-solving skills

Highly motivated and an excellent communicator

Professional, reliable, and committed to delivering exceptional customer service

We believe Harron Homes is a place for everyone, no matter where you come from, what you look like or how you identify.

Please note due to the volume of applicants, if you have not heard from us within 14 days, please accept this as confirmation that we will not be progressing with your application further on this occasion.