Job Title

Kenna Recruitment has a new exciting opportunity for an experienced Customer Support Coordinator to join a Leading Construction business in their office in Bury St Edmunds.Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.Job summary/PurposeThe Customer Support Coordinator is responsible for taking ownership of customer issues, tasks and complaints once customers have settled into their new homes and been handed over from the Customer Relations Managers, managing resolution through to completion. This includes correctly identifying what action needs to be taken, allocating the correct resource in a timely manner, and where appropriate, ensuring the necessary parts and supplies have been ordered to enable remediation works to be carried out. They should also ensure customers are kept up to date with progress towards the resolution of their issue or complaint.The Customer Support Coordinator should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.Primary ResponsibilitiesDemonstrates role model customer behaviourActs as an inspiring role model across the team in the delivery of great customer serviceAlways demonstrates positive behaviour when discussing or interacting with customersAlways engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quicklyEnsures reputational risk is minimised by ensuring complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate wayAchievement of business objectives and prioritiesWorks independently to resolve issues, tasks and complaints within the required SLA timeframeWorks in an organised and well-planned manner, so that customer issues, tasks and complaints can be resolved within SLA timeframes and customers are fully informed of progressLooks for solutions when blockers to remedying issues for customers arise and ensures the Customer Support Manager is made aware when factors may not enable the resolution to happen within SLAEnsures issues, tasks and complaints have quality notes for reference so there is an accurate record of all customer interactions and so that further clarification isnt required with the customer by another personBuilds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaintsBuilds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of their service offeringExperience, Qualifications, Technical RequirementsPrevious experience of working in a fast-paced Customer Service environmentStrong interpersonal and relationship building skillsProven ability to work collaborativelyProven ability to work independently, prioritise work and take initiative to find solutions to problemsProven ability to remain calm, measured and resilient in challenging situationsExperience of working in the housebuilding industryWhat we can offer:Salary between 28,000 - 32,000Competitive pension schemePrivate healthcareLife assurance27 days annual leave plus bank holidays...If interested, please get in touch with Holly on 07444 374 483