Job Description

Position Title: Customer Services Co-Ordinator – Out of Hours
Department: Simcott Property
Reports to: Out of Hours Manager/Operations Manager

Summary of Position
Our business offers 24/7 emergency defect cover on behalf of our clients, within new build properties. As a Customer Service Co-Ordinator (Out of Hours) you will be responsible for always providing a friendly and professional service to clients and customers.
You will receive emergency defect repairs via telephone and email and will need to be able to deal with these in a timely manner whilst keeping the client and homeowner updated with progress at all times.
Building strong relationships with the clients and customers is important so excellent communication skills are key.
This position is shift work including evening and weekends, based in our office in Witham, Essex.

Duties
• Answering the telephones in a polite and professional manner at all times and message taking where necessary.
• Diagnosing emergency calls to assess if an out of hours appointment is required.
• Communicating with homeowners and keeping them updated on progress of their works.
• Liaising with subcontractors and booking appointments for them to attend to emergencies.
• Contacting homeowners to confirm daily defect works have been completed to a satisfactory conclusion and closing the job on the internal system.
• Producing reports for clients on outstanding works and informing them of any out of hours defects that arise.
• Assisting the day team with any administrative duties.
• Sourcing new trades to add to the subcontractor database.
• Producing weekly reports to send to clients.
• Ensuring timelines set by clients are met and notifying them of any delays.
• Updating client records such as new plot registrations onto the internal system.
• Being proactive with works to be booked in but also reactive with emergencies that may arise.
• Conducting a detailed handover at the end of each shift so that your colleagues can continue to progress and conclude works.

Qualifications & Experience
Although no formal qualifications are required, a customer service or building industry background would be preferable although not essential.
Excellent communication skills, both spoken and written is a must.
Able to work well on their own (lone working overnight is part of the shift pattern) or as part of a team.
Good IT skills and knowledge of Microsoft Word, Excel & Outlook is essential – full training will be provided on our internal system.

Please include an up to date CV and covering letter with your application