Oct
20
Group Customer Experience Coordinator
October 20, 2020 | Comments Off on Group Customer Experience Coordinator
Bellway is a FTSE 250 house builder, headquartered in Newcastle upon Tyne, which operates 22 trading divisions across England, Scotland and Wales. The company has grown from a family firm, established more than 70 years ago, into a respected national brand, selling over ten thousand homes a year. At Bellway we recognise that people are the key to our success and our goal is to provide a rewarding and fulfilling career in line with our values of quality, service and trust. In addition to this we are committed to being a more inclusive employer and invite applications from a variety of backgrounds. There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our Head Office, located in Woolsington, Newcastle upon Tyne is looking to recruit a Group Customer Experience Coordinator to join the team. The Role The role of Group Customer Experience Coordinator will support the Group Head of Customer Care with the administration and monitoring of divisional responses to escalated customer care issues and complaints. Principal accountabilities of the Group Customer Experience Coordinator role include: Acknowledging escalated complaints on behalf of Group Head of Customer Care and members of the board Liaising with colleagues within divisional offices, to ensure escalated complaints are managed in accordance with Bellway’s Complaint Procedure Assisting divisional teams with any enquiries they may raise linked to customer queries or complaints Effectively communicating with customers to keep them up to date and managing their expectations Analysing data from the Customer Care IT system and compiling reports for distribution, under the guidance of Group Head of Customer Care. Assisting Group Head of Customer Care with reviewing and updating Group policies and procedures, as required Oversee day to day duties of Group Customer Experience Administrator. Experience, Qualifications and Skills Experience Experience of working at a Senior Co-ordinator or Management level within Customer Service, preferably in-house building or a related industry. Comprehension of construction / housebuilder policies, rules and regulations, as well as NHBC warranties and standards. Qualifications and Training GCSE Maths and English – Grade 4/C+ (or equivalent) Skills and Aptitude Excellent Customer service skills Effective listening skills Good written communication skills. Analytic and logical thought process. Ability to liaise with internal and external personnel Good administration skills Able to work to deadlines in a fast paced environment Ability to work on own initiative Proficient IT skills along with a good working knowledge of all Microsoft Office packages, but Excel in particular. Committed to diversity and inclusion The Role and Working Conditions Office based role, with some travel to our 22 Divisions as and when required. Willing to be flexible in respect of day to day duties and hours worked In return we can offer you: Competitive salary Competitive annual bonus scheme 25 days holiday, plus bank holidays Contributory pension scheme Life assurance