RECRUITING: CUSTOMER CARE COORDINATOR

Spitfire Homes is recruiting for a Customer Care Coordinator to join our growing team.

Are you an experienced Customer Care Coordinator seeking a new challenge with a renowned, award-winning housebuilder.

Spitfire Homes is a forward-thinking, award-winning homebuilder with a passion for creating stylish and design-led properties that our customers are proud to call home. This role offers focused support to the business, ensuring we deliver a premium level of customer care.

Reporting to the Customer Care Manager, you will provide full administrative support to the Customer Care team. You will work closely with other departments from across the business, and external contractors, to address any issues that may arise for customers once they have moved into their new home.

 

KEY RESPONSIBILITES:

  • Taking personal responsibility for delivering excellent proactive customer service in line with Spitfire’s Customer Charter and the New Homes Quality Code. This ensures we establish clear expectations regarding information, timelines, and a structured process for addressing any issues that may arise during the purchase of a Spitfire home.
  • Managing customers initial snagging list through the customer portal.
  • Recording post-occupation issues reported by customers in the COINS CRM system and scheduling appointments for either external contractors or in-house maintenance operatives to complete the necessary work.
  • Contacting customers to confirm that contractors have arrived on time and following up after the visit to ensure the work has been completed satisfactorily.
  • Coordinating with internal departments, including the technical, construction, sales, and commercial teams, to resolve customer issues and queries.
  • Assisting the Customer Care Manager with responses to complaints.
  • Management of the Spitfire Customer Portal for resolution of any reported issues from our customers.
  • Ensuring the external portals are updated for customer warranties.
  • Providing weekly report to the Customer Care Manager.
  • Assisting with the procurement of materials from remedial work.
  • Raising purchase orders.
  • Reviewing survey responses to help shape and improve customer experience.
  • Setting up internal folders for retaining any historic information.

 

MINIMUM REQUIREMENTS
  • Proficient in Microsoft Office.
  • Excellent communication skills
  • Previous experience within a busy and varied customer service role

 

QUALITIES/SKILLS REQUIRED

  • An organised approach and excellent time management skills
  • Accuracy and attention to detail
  • Calm and confident
  • Will use initiative to solve problems or challenges
  • Good at prioritising
  • Confidence and ability to be customer facing

 

DESIRABLE REQUIREMENTS

  • Property/construction industry experience
  • Experience using COINS CRM
  • Driving licence

 

WHAT SPITFIRE OFFER

  • Discretionary annual bonus
  • 25 days’ holiday plus Bank Holidays
  • Private medical insurance and pension scheme
  • Free lunches, coffees, and use of our on-site restaurant
  • Access to a modern on-site gym and a programme of free wellbeing classes
  • Employee discount hub
  • Free on-site parking
  • A supportive, collaborative environment with a fantastic office space at The Gate, Solihull

 

To apply, please submit your CV and covering letter to emma.fear@spitfirehomes.co.uk.