Job Description
About the Customer Service Coordinator Role at Vistry Central Home Counties
Vistry Central Home Counties is excited to offer a fantastic opportunity for a Customer Service Coordinator to join our team at the Stanstead Court office. In this role, you will be the primary point of contact for customers, partners, technicians, and subcontractors, ensuring that all customer service cases are completed within the agreed timeframes and service level agreements (SLAs). You will manage customer concerns via phone or email and coordinate contractors to handle any snagging or defects in our homes.
Key Responsibilities of a Customer Service Coordinator
As a Customer Service Coordinator, you will be responsible for the following tasks:
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Responding to customer service queries received via email or phone and resolving issues promptly in line with SLAs.
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Issuing instructions to subcontractors and following up to ensure swift resolution.
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Tracking and addressing any outstanding remedial works to ensure completion within a 28-day period.
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Delivering a high level of customer service, demonstrating empathy and understanding to ensure a positive customer journey.
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Regularly communicating with internal departments and building strong relationships within the team.
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Carrying out administrative duties, ensuring our database is accurate and up to date.
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Monitoring customer service KPIs to ensure compliance with company guidelines.
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Adhering to company Health and Safety requirements at all times.
Skills & Experience for a Customer Service Coordinator
Essential Skills for a Customer Service Coordinator
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Previous experience in a fast-paced, customer-focused environment.
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Strong proficiency in Microsoft Office, Excel, and Outlook.
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Ability to handle complaints with patience and resolve difficult situations effectively.
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Excellent planning, organization, and decision-making skills.
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Strong communication skills with the ability to work well in a team.
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A polite, tactful, and assertive approach with a customer-first attitude.
Desirable Skills for a Customer Service Coordinator
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5 GCSEs or equivalent, including Maths and English.
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A customer service qualification or experience within the residential housing sector.
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Knowledge of building regulations and legal obligations.
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Good understanding of written English grammar and the ability to touch-type.
About Vistry Group
Vistry Group is the UK’s leading provider of affordable mixed-tenure homes, with a commitment to delivering sustainable homes, thriving communities, and lasting social value. As a Customer Service Coordinator, you will be part of a dynamic business that values integrity, quality, and customer satisfaction. Vistry is an award-winning housebuilder and has been recognized for its outstanding customer service through the Home Builders Federation’s Customer Satisfaction Survey.