Our client is looking for a Customer Experience Coordinator to join the team on a 12 fixed term contract. Based in the office in Seaham. The purpose of the role is to provide an end-to-end exemplary customer experience to all residents impacted as part of refurbishment works to their home. Effective liaison between the Site Team and members of the public affected by improvement works delivering a consistent service across the Region. To assist in the smooth running of contracts and provide support in engaging with local communities through targeted events and community activities. To understand, implement and adhere to the company SHEQ policy/strategy and ensure all employees reporting to you do the same.
Location: Seaham
Contract Type: 12-Month Fixed Term
Salary: £28,000 per annum
Hours: Monday to Thursday, 8:00 AM - 4:30 PM; Friday, 8:00 AM - 3:30 PM
Holiday: 25 days annual leave plus bank holidays
Key Responsibilities:
- Communication with Tenants: Reach out to tenants to schedule appointments and provide information about services, ensuring they feel supported and informed throughout their experience.
- Appointment Coordination: Manage and coordinate surveyors’ diaries, optimizing schedules to ensure timely visits and minimal disruption for tenants.
- Reporting: Produce and distribute weekly internal reports that track progress on tenant interactions, appointment schedules, and any outstanding issues that need addressing.
- Record Keeping: Maintain accurate and organized records of tenant communications, appointments, and feedback to support continuous improvement in our service delivery.
- Problem-Solving: Address tenant inquiries and concerns with empathy and efficiency, escalating issues to the relevant teams when necessary to ensure timely resolution.
- Team Collaboration: Work closely with surveyors, management, and other departments to facilitate smooth operations and enhance the overall tenant experience.
Essential Skills and Qualifications:
- IT Proficiency: Strong IT skills are essential, with proficiency in Microsoft Office Suite (Excel, Word, Outlook) and the ability to learn new software quickly.
- Attention to Detail: Exceptional attention to detail to ensure accuracy in scheduling and reporting.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and professionally to a diverse audience.
- Self-Starter: A proactive and motivated individual who can work independently, prioritize tasks effectively, and manage time efficiently.
- Customer Service Focus: A strong commitment to providing outstanding customer service and a positive experience for tenants.
What We Offer:
- Competitive salary of £28,000 per annum.
- 25 days of annual leave plus bank holidays to support your work-life balance.
- A supportive and collaborative work environment where your contributions are valued.
- Opportunities for professional development and growth within the organization.