Role: Customer Care Coordinator
Location: South Manchester
Salary: 25,000 - 28,000
Overview:
I am currently working with a residential house builder who are looking for a Customer Care Coordinator to support the Customer Care Department and Site Operations team by handling customer enquiries, coordinating defect resolution, and providing essential administrative assistance. This role also includes HR-related tasks and general office support to ensure smooth day-to-day operations.
Key Responsibilities
Customer Care Support:
- Handle incoming calls regarding customer enquiries, defects, and complaints in a professional and efficient manner.
- Coordinate and schedule sub-contractor visits to address customer defects.
- Draft and send correspondence (letters, memos, emails) to sub-contractors, site teams, manufacturers, and customers.
- Log and update customer enquiries and defect reports using COINS.
- Maintain accurate records and file customer-related data on COINS.
- Follow up with Site Managers to chase outstanding 7-day lists.
- Liaise with the Buying Department to requisition and coordinate materials needed for defect rectification.
- Process invoices and purchase orders in COINS related to customer care.
HR & Site Staff Support:
- Coordinate and process holiday requests for Site Staff, ensuring completion of holiday forms for further processing.
- Ensure absence forms are submitted and processed for Site Staff.
- Maintain and regularly update a site contact list for emergency callouts.
- Collect and compile weekly timesheets for all weekly-paid Site Staff.
- Order Personal Protective Equipment (PPE) for all staff and raise purchase orders using COINS.
- Report any phone or IT issues encountered by operatives.
General Duties:
- Provide flexible support to colleagues across departments when needed.
- Demonstrate a cooperative and adaptable approach to team collaboration.
- Ensure all tasks are completed accurately and within required timeframes.
Skills & Experience:
- Previous experience in a customer service or administrative role.
- Have done a similar role with a residential house builder (desireablle, not essential)
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Experience using COINS software (desirable, not essential).
Person Specification:
- Punctual, reliable, and dependable.
- Well-organised with strong attention to detail.
- Trustworthy, especially when handling confidential information.
- Willingness to learn new skills and take on additional tasks.
- Positive, proactive attitude with the ability to work independently or as part of a team.
- Flexible and cooperative across all levels of the business.