Part -time Customer Service Co-ordinator
| Location: | Luton |
|---|---|
| Term: | Permanent (Part-Time) |
| Salary: | £8,800K |
| Reference No: | ARMSPTCUST |
JOBTITLE Marlborough House Management
Customer Service Coordinator
DEPARTMENT Customer Services Department
1. MAINPURPOSE OF JOB
To provide exceptional customer service to all internal departments, residents and contractors. To manage a portfolio of schemes along side the Property Manager with quality interaction across all contact media with customers, both internal and external.
2. Role Definition Overview
The role of the Customer Service Coordinator is to be the first point of contact for all external Customers who contact us via a dedicated 0845. To be the dedicated administrator for a portfolio of developments working closely with the Property Manager. This role will also involve email and letter writing, liaising with other departments to resolve enquiries and logging of all information to ensure that the internal databases are kept up to date with all relevant information.
3. POSITION IN ORGANISATION
Reporting to the Customer Service Team Leader
4. SCOPE OFJOB
Main Responsibilities:
- To ensure exceptional customer service is provided to residents, internal department and contractors.
- To ensure that all tasked work from Property Managers, Residents, Contractors or any other customer work is carried in accordance with the service level agreement.
- To deal with any incoming telephone calls for MHM Customer Service.
- To follow the correct escalation process for calls
- To work and provide support within a team to ensure that workload is attended to and dealt with within service level agreements.
- To take responsibility and ownership individual workload.
- All correspondence to be responded to and dealt with professionally and in accordance with our service level agreements and to update the Property Manager and Your Property Online on any development specific issues as appropriate.
- To ensure Qube and Your Property Online is updated accurately for existing and new developments and all relevant documentation is scanned and saved accurately within the appropriate areas.
- To carry out the ongoing process of updating Qube with all such development specific information.
- To carry out annual tendering and placing any other ad-hoc orders as necessary, and to manage any invoice queries along side the Property Manager.
- To liaise with other departments as necessary to ensure the completion of tasks.
- To deal effectively with any contractor queries
- To carry out administrative work Qube involved for any major works including Section 20 notices, including updating of Qube and liaising with any external customers.
- To work with Customer Coordinators and to share development specific knowledge and information.
- To maintain Quality Standards set by the Business
- To manage low level complaints.
- To deal with low level account enquiries for the MHM portfolio either by direct enquiries or in support of the Property Managers
- To take Credit/ Debit Card payments
- Report to Customer Coordinator Team Leader on any responsibilities as mentioned above or added in the future.
- Any other task or project as advised by the line manager or Customer Service Manager.
5. AREAS OF RESPONSIBILITY / ACCOUNTABILITY
Personal Appearance
Maintaining regular attendance
Maintaining excellent timekeeping throughout the day
6. KEY INTERFACES
Internal Departments / Businesses
External Businesses
Professional organisations
Residents / Customers