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Customer Care Coordinator

Customer Care Coordinator

The Customer Care Co-ordinator’s role will be to work with the Head of Property & Engagement to develop the procedures and process, necessary to ensure that the entire customer care process is handled as smoothly and efficiently as possible. You will act as the primary contact for all customers from exchange of contracts through to the end of the defect’s liability period. You will be required to work closely with the Delivery, Sales and Marketing Teams to achieve these objectives.

You are the face of Brick By Brick to its customers and will ensure that the brand is positively represented at all times. You will have a sound understanding of the sales and aftercare procedures and be able to deliver timely, reliable information and updates to the wider team. Ensuring, always, that our Customer’s requests are dealt with promptly and efficiently.

Reports to: Head of Property & Engagement

Role statement:

You will be working as a Customer Care Co-ordinator at Brick By Brick within the Property & Engagement Team. Brick By Brick is a council-owned developer, and the Property & Engagement team at Brick By Brick are involved in all aspects of the business from site identification, engaging with key stakeholders through to managing the completed developments.

This is a new role borne out of the completed developments that are now coming on board. People who move into a Brick By Brick home can expect an ongoing high level of contact and service from us and our Managing Agents to ensure that from handover onwards, living in one of our homes is as trouble-free as possible.

The Customer Care Co-ordinator’s role will be to work with the Head of Property & Engagement to develop the procedures and process, necessary to ensure that the entire customer care process is handled as smoothly and efficiently as possible. You will act as the primary contact for all customers from exchange of contracts through to the end of the defect’s liability period. You will be required to work closely with the Delivery, Sales and Marketing Teams to achieve these objectives.

You are the face of Brick By Brick to its customers and will ensure that the brand is positively represented at all times. You will have a sound understanding of the sales and aftercare procedures and be able to deliver timely, reliable information and updates to the wider team. Ensuring, always, that our Customer’s requests are dealt with promptly and efficiently.

Key duties:

• Monitor the programme of delivery of developments to ensure that the customer landing process is fully prepared.

• Assist the Development Managers in establishing the ‘Benchmark Unit’ to ensure the proactive resolution/ management of defects and that the quality of finishes are to our customer’s expectations.

• Attend site inspections and unit/ building demonstrations prior to practical completion in order to keep abreast of progress and understand the finished product.

• Liaise with the Development Manager to ensure that all handover documentation and outstanding snagging work is completed prior to legal completion.

• Assist the Sales Team with managing the customer’s expectations in respect of product specifications, warranties and the completion process.

• Work with the Sales Team to manage the handover and move in process. BBB JD Customer Care Co-ordinator – June 2020

• Work with the Engagement Team to monitor customer complaints/ information requests that come via email or through our social media channels, and respond accordingly.

• Manage the defects management providers, monitoring their performance and reporting on their success or otherwise.

• Reporting on the success or otherwise of Contractor’s responses to defects resolution within the timescales stated in the Building Contracts, escalating to the Development Managers where necessary.

• Monitor and report on warranties.

• Investigate any warranty and defect issues raised to ascertain a valid claim and then action in accordance with defect management process.

• Assist customers and our Managing Agent with any building warranty claims.

• Maintain property records and databases, utilising property management/ CRM systems.

• From time to time, as required by the business, provide support to the wider team.

We are a young business, so a degree of flexibility and autonomy will be required. You will be expected to create procedures and processes where they do not already exist. You will need to build relationships internally, as well as manage external partners.

This is an exciting new role for a customer service focused individual, with a can-do attitude, and a desire to provide a service to our customers that is second to none.

Skills & Experience

• Knowledge and understanding of residential new home aftercare, home demos, sales experience and freehold/ leasehold issues.

• Knowledge and understanding of building defects insurance/ warranties e.g. NHBC

• An understanding of what common defects are and an ability to determine their cause on investigation and a suitable remedy.

• An interest/ knowledge in building and a desire to understand better the sequences and principles involved.

• Good working knowledge of the development process including the ability to read floor plans, legal documentation and budgets.

• Highly organised – must be able to work under pressure and use own initiative, meet deadlines and demonstrate flexibility.

• Self-motivated & organised with exceptional time management skills.

• Excellent communication skills – liaising with a wide variety of contacts, requires a clear and confident approach.

• Desire to continually improve and learn – to help reaffirm the company as a high performing business.

• Strong attention to detail – across every step of the customer journey.

• Motivation and use of initiative and a can-do attitude – demonstrating a proactive and collaborative approach.

• Solid numeracy skills – competent in monitoring budgets.

• Lateral/ innovative thinker/ problem-solver.

• Intermediate to advanced level of proficiency with MS Office programs and an excellent standard of written English.

Terms and conditions:

Job title: Customer Care Coordinator
Responsible to: Head of Property & Engagement
Location: Croydon, CR0
Salary: £30-35k p.a. plus profit share scheme of up to 20% of salary
Contract and hours: Full time (36) permanent, including some weekend and evening work
Annual leave: 31 days
Pension: Up to 6% contributory pension

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