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Role overview ID: 2024-5645 Entity: Vistry Region: Vistry South East Department: Customer Service Contract Type: Permanent - Full Time Job Location: Caterham, Surrey Date Posted: 14.05.2024 We have an exciting opportunity for a Customer Service Coordinator to join our team within Vistry South East, at our Caterham office in Surrey. As our Customer Service Coordinator, you will be dealing with customer concerns received by telephone or email, appointing contractors to deal with any snagging or defects that arise in their new home. We are pleased to say, this role can accommodate agile working arrangements. Let's cut to the chase, what's in it for you... Competitive basic salary and annual bonus Agile working possible (dependent on role) Up to 33 days annual leave plus bank holidays Private Healthcare Enhanced maternity, paternity and adoption leave Competitive contributory pension scheme Life assurance 4 x your annual salary Share incentive schemes Employee rewards portal with many more benefits... In return, what we would like from you... Behave in line with our company values Integrity, Caring and Quality Previous experience working within a similar environment Good understanding of Microsoft Office, Excel, Outlook Ability to handle complaints and difficult situations Touch Typing A calm and cheery personality Patience and calmness under pressure A sense of humour Good planning and organisations skills Problem solving and decision making skills A polite, tactful, and assertive attitude Excellent communications skills Good team working skills A commitment to work as required to meet the needs of the business Desirable... 5 GCSE's or equivalent including Maths & English Experience working for a residential house builder ideally within the customer facing environment An understanding of building regulations and legal obligations A good understanding of written English Grammar More about the Customer Service Coordinator role... To address and respond to customer issues in a prompt and organised way. To deliver an excellent customer service, understanding and empathy to our customers. To liaise with internal departments and form excellent working relationships as part of the larger team. To communicate effectively and regularly with colleagues and management. Issue instructions to Sub-contractors and follow up to ensure prompt resolution. Follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28-day period. Keep our database system up to date at all times. Carry out general administrative duties. Work directly with the office manager to ensure our KPI's are in line with company guidelines. Learn and at all times adhere to the company Health and Safety requirements. Finally, let's tell you a bit more about us... We're Vistry Group, the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they're needed most. You're probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there's nowhere better to build your career. We're proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. Join us in making Vistry. #LI-HA1 Benefits Agile Working Offers a flexible way of working. Annual Leave Enjoy 28 days' holiday plus all UK Bank Holidays. There are options to carry leave forwards and buy up to 5 days. Pension with Legal & General Eligible employees are auto-enrolled. You contribute 4%, we contribute 6%. Salary Sacrifice and options to increase contributions available. Volunteer Days With 2 paid volunteer days a year, you can give back to communities and charities. Why Vistry Joining Vistry is just the start of building your perfect career. In return for your passion and skills, we invest in your future, providing all the support and training you need to thrive in your career and realise your potential. Our work is rewarding in itself, but we also offer a range of financial, lifestyle, health and wellbeing benefits, plus plenty of recognition incentives. We value you and everything you help us build as we make Vistry together.
Role Purpose : The Customer Service Officer (CSO) will take the lead in handling all contact on behalf of Surrey Highways including but not limited to enquiries, complaints and Freedom of Information requests and ensuring accurate record keeping. Proactive engagement through wirtten, verbal and digital media will be and important aspect of the role to deliver high quality customer service to customers both internally and externally. Work Context: The Highways & Transport service within the Directorate is responsible for ensuring the effective management, maintenance and improvement of all highway and transport assets. The highway is the most valuable asset managed by Surrey County Council with a replacement value of approximately £7.5bn and is critical to the economic growth of the County. It is regarded by Members and residents as one of the most important services provided by the Council. As such, the service manages significant financial, health and safety, and reputation risks. The service operates in an environment with significant political and resident engagement, and has daily contact with MPs, Cabinet members, backbench Members and residents. Excellent customer service is standard and the post holder will be expected to embrace this in their approach, ensuring the team put the customer at the heart of everything they do. The team are responsible for managing a range of varied tasks. Excellent organisational management skills are needed to achieve the team's objectives of high quality service delivery, improved public accessibility, and customer care.The team leads in delivering the Corporate Directorate engagement strategy and the challenge of opening up the accessibility of our services to all of our customers, particularly through e-service strategies. Representative Accountabilities: Analysis, Reporting & Documentation Prepare reports/statistics/briefings to meet statutory/management information requirements. Recommend improvements and support implementation to systems, processes and procedures, ensuring best practice is shared across the team. Service Delivery Deliver a range of administrative and/or customer/consultancy services in support of existing systems or processes to agreed standards, to maximise service quality and continuity. May authorise transactions where appropriate. Respond to and resolve enquiries and problems, judging when to pass on complex queries or involve others, to provide an effective service and clear advice to colleagues and customers. Planning & Organising: Provide comprehensive support to a group of senior staff, ensuring confidentiality, effectively organising internal and external activities/events to support the delivery of efficient services. Plan and prioritise own work activities for the weeks ahead, to ensure operational efficiency. Respond effectively to changing demands, adjusting priorities as needed. Finance/Resource Management Maintain financial, and/or stock records, and review data to contribute to resource planning. Work with others Maintain a network of contacts, drawing on support and advice from others to resolve problems. Communicate and liaise with service users and/or external contacts, representing the team/service as required. Support, coordinate and undertake research into a variety of projects in the defined area of activity to support achievement of team's objectives. People Management: May guide and/or supervise junior staff in their duties to facilitate their development and ensure service quality standards are maintained. Duties for all Values: To uphold the values and behaviours of the organisation. Equality & Diversity: To work inclusively, with a diverse range of stakeholders and promote equality of opportunity. Health, Safety & Welfare: To work alongside colleagues in the maintenance of a safe working environment reporting incidents, accidents, repairs and maintenance promptly and taking appropriate action as required. Adherence to safe working under the health and safety policy is required. To have regard to and comply with safeguarding policy and procedure as appropriate. Personal Characteristics: Relevant HR, Management, business administration or financial qualification to NVQ Level 3/4, or able to evidence knowledge and understanding of relevant disciplines. Willingness to study for a relevant professional qualification if appropriate. For some roles a relevant degree may be required. Good IT skills. Ability to work with others to achieve objectives and improve customer service. Good written and oral communication skills with the ability to build sound relationships with customers to improve customer service. High level administrative/organisational and analytical skills. Ability to prioritise and plan own workload in the context of conflicting priorities and work on own initiative. A methodical approach to information gathering, recording and reporting. Previous relevant work experience. Role Summary: Roles at this level provide a comprehensive business support service in a defined service or functional area, or provide specialist support services. Many will possess technical rather than professional expertise in the main disciplines, or have substantial experience of administrative procedures to enable them to guide and advise others. There will be minimal day-to-day supervision, but clear guidance is available. The roles will plan for the weeks ahead and prioritise to accommodate non standard work. Connect2Surrey, part of Surrey County Council & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.