Customer Services Co-ordinator

Hopkins Homes are an ambitious, customer focused, 5 star housebuilder that put people and the planet at the heart of everything we do. We're dedicated to delivering the best possible standards in design, build quality, and service for our customers.

We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.

Hopkins Homes has an exciting opportunity for a Customer Services Coordinator to join a friendly team at our office in Bury St Edmunds. 

• To be responsible for ensuring defects are attended to in a reasonable timescale.
• Promote client interface e.g. Building Housing Managers and Maintenance Managers relationships.
• To promote a culture of cost control and recovery on site through specification of works and adherence to contract charge procedures.
• To be an ambassador for the company and attend appropriate corporate and handover events.
• Develop new ideas to improve the quality of build and after sales service.
• Plan, prioritise and organise workloads on a daily basis.
• Conduct handovers (developing a demonstration role), pre-sale and 12 months close of defects inspections on shared ownership and outright sale products.
• Specify remedial works, allocate appropriate subcontractors and supervise this up to completion.
• Prepare and submit progress reports to the Customer Services Manager.
• Maintain accurate audit trails and ensure documentation is filed in an organised manner.
• Assess performance and work quality of subcontractors, and report issues to the Customer Services Manager.
• Ensure improvement in customer satisfaction ratings.
• Ensuring compliance at all times with Health and Safety procedures.

• Must be able to stay calm, professional, efficient and display patience when dealing directly with customer complaints
• Recognise the importance of customer service and meet the standards required when dealing with both internal and external customers
• Demonstrate excellent interpersonal skills in dealing with internal and external customers
• Confident and able to demonstrate excellent negotiation skills
• Able to evaluate and analyse information in a logical manner
• Good technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works
• Able to evaluate and assess technical and commercial issues and make informed decisions
• Self-motivated, working as part of a team under own initiative
• Able to work independently to both commercial and delivery functions ensuring our aftersales service is impartial
• Intermediate skills in Microsoft Excel and Word