Customer Experience Champion

7 days ago


Northampton, Massachusetts, United States Keepmoat Full time

Company Overview

Keepmoat Homes is a leading UK housebuilder known for designing and building quality homes. The company aims to create places where people want to live by investing in local communities and improving lives.

We have a national presence combined with local knowledge and expertise, covering all aspects of housing from finance, design, and planning to developing and building. Our skills and capabilities give us a wider perspective across the whole housing lifecycle, making us a lower-risk option for building homes people need.

Main Purpose of the Role

The Customer Care Coordinator will join our friendly Customer Care Team in the South Midlands region, based at our regional office in Northampton. This role involves providing an efficient and effective customer care service, liaising with customers, contractors, site teams, and management teams while maintaining excellent working relationships.

The successful candidate will manage and continually improve the Customer Service experience for Keepmoat customers to support the company's ambitions and maintain its 5-star builder status and leader in Customer Service in the homebuilding industry.

Duties and Responsibilities

  • Liaise with all customers and sub-contractors, site managers, etc., to establish an excellent after-sales/maintenance response to all complaints/queries.
  • Ensure all materials and labour required are available prior to starting works.
  • Personal contact with customers after legal completion to ensure they are happy and satisfied with their experience.
  • Produce all relevant documentation relating to customer care accurately and in a timely manner.
  • Update COINS system in a timely and efficient manner to ensure accuracy of customer database.
  • HS&S Responsibilities: Take care of your own health and safety and that of others who may be affected by your work and adhere to the Keepmoat Health, Safety and Sustainability standards.

Skills, Knowledge & Experience

Applicants should embody Keepmoat's values: straightforward, friendly team players with customer care experience, creativity, organisational and planning skills within a customer care environment. A passion for delivering high-quality customer care, collaboration, and stakeholder communication skills are essential.

Benefits

  • Competitive salary around £28,000 per annum (dependent on location), reflecting market rates as the UK's top 10 housebuilder.
  • Bonus Scheme linked to team and company performance.
  • Special offers for staff, including holidays, health club memberships, and days out.
  • Trust in coming up with ideas and getting the most out of your job.
  • Development opportunities to progress your career.

Our Values

Straightforwardness, partnership working, pride in delivering results, proactivity, flexibility, resourcefulness, listening, learning, and tailoring services to meet customers' needs.


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