Customer Service Coordinator

FEC are a leading global developer with a proven track record of delivering innovative residential projects. With a commitment to excellence, we are dedicated to transforming ideas into tangible, thriving communities. We are an ambitious company with big plans, and we expect a lot from our employees. In return we offer a vibrant working environment, competitive salaries, and a comprehensive benefits package. At FEC, we prioritise professional growth and development, providing ongoing training and opportunities for career advancement.

Join our team at FEC and be part of our exciting journey to shape the future of residential development while enjoying a fulfilling and rewarding career with us.

The Role

Reporting to the Regional Head of Customer Service, the Customer Service Coordinatorwill play a key role in providing a high standard of aftercare for purchasers of new build homes within the warranty period. As a main point of contact for customers, you will offer guidance and assistance to matters raised to identify and understand the scope of problems and follow remedial works through to completion within specified timescales. This is a challenging and busy role so you need to be organised, reactive and able to use initiative.

As a vital component to the customer journey, the candidate should have some knowledge of the property industry and have a solid customer service background within a similar environment to be eligible for the position.

Responsibilities

The duties of the Customer Service Coordinator include, but are not limited to:

  • Handling incoming customer enquiries electronically and by phone
  • Supporting residents and leaseholders by highlighting useful information within the Home User Guide
  • Understand the key criteria for snags, including defects and damages, and carry out triage with incoming reports
  • Have a good understanding of warranty processes, including 10-year structural warranty
  • Logging defects and managing data systems, keeping information up to date at all times
  • Issue instructions to contractors and chase as appropriate to ensure target dates are met
  • Maintaining a strong communication path with the customer, managing expectations through clearly explaining the situation, next steps and potential outcomes
  • Take ownership of queries, resolving routine issues and escalating more complex matters to the Senior Customer Service Coordinator
  • Follow up outstanding remedial works and take appropriate action to ensure works are completed within specified timeframes
  • Maintain and update customer records in accordance with department protocols
  • Occasional site visits
  • Assist the wider FEC team with day-to-day business and customer requirements
  • Escalating complaints, as required, to the Regional Head of Customer Service and other departments within the organisation

Personal Specifications

The successful candidate will possess the following traits or competencies:

  • Excellent organisational ability
  • Highly motivated, proactive and outcomes focused
  • Strong communication and interpersonal skills
  • Energy and enthusiasm
  • Tact and diplomacy

Benefits

  • Competitive salary
  • 24 days annual leave
  • Pension Scheme
  • Private Medical Insurance
  • Life Assurance
  • Voluntary benefits including gym membership discounts and cycle to work

Equal Opportunities

It is the Company’s policy to treat all employees and job applicants fairly and equally regardless of their gender, marital or civil partnership status, race, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Company will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds.

The policy applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment. The Company regularly reviews its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits.

The Company is committed to the implementation of this policy and to a programme of action to ensure that the policy is, and continues to be, fully effective. All staff are required to comply with the policy and to act in accordance with its objectives so as to remove any barriers to equal opportunity. Any act of discrimination by employees or any failure to comply with the terms of the policy will result in disciplinary action.

Please Note: Duties and responsibilities highlighted in this Job Description are indicative and may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, level and extent of the post and the grade has been established on this basis.

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