Job Description

What you'll get:

25 Days Holiday + Bank Holidays Up to 10% Company Bonus Pension Healthcare Cash Plan Life Assurance Length of Service Awards Retail and Days Out Discounts Enhanced Family Policies Charity Day Team & Company Events

A bit about us:

We have been leaders in supplying Kitchen and Appliance solutions to the New Build Construction Industry for over 30 years, and we strongly believe this is down to our people. Our teams pride themselves in demonstrating our core values, helpful, ethical and innovative in everything they do; which we feel is the reason for our success and our culture.

Following progression in the team, we are keen to find an individual who will join our Customer Care team and strive for delivering exceptional customer service. You will deliver a professional, consistent and excellent service to our customers by organising remedial works, investigations and exploring defects, whilst keeping the customer up to date with progress at all times.

What you'll do:

Responsible for receiving information on all customer care issues into the business & inputting them as a case into our customer care database. Work alongside our customer care department to establish the type of case & investigate the cause so that we can determine the best course of action to resolve & whether the resulting action should be chargeable or not. Liaise with the administration & service coordination team to get remedial or additional works raised on the system. Liaise with homeowners to arrange and schedule work with our fitters. Book in appliance service calls with the respective manufacturer & then update both our internal system & our customer with this information. Update live customer care cases to ensure these are being resolved as quickly as possible & use this information to update the respective customer on our progress in handling their issue. Ensure any queries or trackers raised from works carried out are investigated and resolved in a timely manner. Build & maintain excellent communication and rapport with our customers.

Who you'll be:

Strong desire to provide excellent customer service which will enable you to positively communicate important messages to our customers & professionally handle any issues that arise with empathy and clear communication. Good technical understanding of the products we supply & how they are installed so that we can effectively investigate defects to identify & resolve the cause. Excellent attention to detail - high accuracy when proof reading documents & handling quotes to ensure all information is correct. Comfortable communicating with people on all different levels & through a variety of methods such as telephone, email & face to face Strong organisational skills and time management to balance various requirements of the role & ensure colleagues are working to support your projects. Adaptable to workload challenges, effectively prioritising & multi-tasking Controlled & professional manner to handle potentially confrontational conversation Strong numeracy & analytical skills Good geographical knowledge would be an advantage Confident IT & office communication skills - Excel / Word / Outlook

Our Values:

Our values are integral to how we operate; it is the reason for our success and our culture. To flourish here, you will naturally display the following DBD values:

Helpful:

You will go above and beyond to help customers and colleagues. You are passionate about what you do, and your ultimate goal is to provide excellent service.

Ethical:

Your approach to work and others is built on a foundation of moral principles; you are open, honest and demonstrate respect. You tackle tough issues, honestly and directly whilst maintaining good communication and relationships.

Innovative:

You challenge the norm and you are not content with OK. You continually seek ways to deliver business improvement and commercial advantage.

Job Type: Fixed term contract
Contract length: 12 months

Pay: 23,000.00-33,000.00 per year

Benefits:

Bereavement leave Company events Company pension Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme On-site parking Referral programme Sick pay Work from home
Schedule:

Monday to Friday No weekends
Work Location: Hybrid remote in Hemel Hempstead

Reference ID: Customer Care Coordinator