Hays
Care Coordinator
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About the Role
We are seeking a highly organised and customer-focused Customer Care Coordinator to join our team. This role is responsible for ensuring customers experience a seamless transition from the sales process through to aftercare, providing exceptional service and support throughout the defects and maintenance period.
You will act as the key point of contact for customers, clients, contractors, and maintenance operatives, coordinating defect resolution work, managing appointments, maintaining accurate records, and ensuring high levels of customer satisfaction.
Key Responsibilities
Customer Service & Defects Management
- Ensure customers experience a smooth transition from sales to aftersales.
- Act as the first point of contact for customers reporting defects and maintenance issues.
- Respond promptly to customer enquiries via telephone and email.
- Liaise with customers throughout the defects process, keeping them informed until issues are fully resolved.
- Assist in managing reported defects through to an effective and timely resolution.
- Maintain high levels of customer satisfaction through excellent communication and service delivery.
Coordination & Scheduling
- Assist in organising and coordinating direct maintenance operatives.
- Work closely with external contractors to ensure works are completed within agreed timescales.
- Book appointments and arrange access for maintenance visits.
- Organise weekly work schedules and diaries for maintenance operatives.
- Raise work schedules and job orders using the company's CRM system.
- Send appointment letters and weekly SMS reminders to customers.
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Administration & Reporting
- Set up new contracts on internal CRM systems.
- Maintain contract and development records, including uploading handover certificates, correspondence, and recording handover dates.
- Keep accurate records of all defects, communications, appointments, and completed work.
- Prepare monthly reports on DLP schedules and contract closures.
- Liaise regularly with the Customer Care Manager and provide updates as required.
Compliance
- Adhere to all company Health & Safety policies and procedures.
- Take reasonable care for your own health and safety and that of colleagues, customers, and contractors.
- Support the company's commitment to Equality, Diversity, and Inclusion policies and practices.
Skills & Experience
- Previous experience in an administration, customer service, scheduling, or coordinator role.
- Strong organisational skills with the ability to manage multiple tasks and priorities.
- Excellent verbal and written communication skills.
- Confident using CRM systems and Microsoft Office applications.
- Strong attention to detail and accuracy.
- Ability to work effectively with customers, contractors, and internal stakeholders.
- A proactive and collaborative approach to problem-solving.
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What We're Looking For
- Excellent customer service skills.
- Strong planning and coordination abilities.
- Ability to work in a fast-paced environment.
- Professional and approachable manner.
- Positive attitude with a focus on delivering results.
- Team player with excellent interpersonal skills.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
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