New Homes Co-ordinator

Role Profile – New Homes Co-ordinator

Working at Muse

Muse is a leading UK mixed-use and urban regeneration developer, with a range of major commercial and residential schemes across the country.

We use collaboration, experience and creativity to transform places and make communities better.

Working on the ground, with our partners and within communities, we create beautiful, mixed-use, sustainable places for people.

We’re the Mixed Use Partnerships division of Morgan Sindall Group plc – the Partnerships, Fit Out and Construction Services Group, operating in the public, regulated and private sectors.

Learn more about Muse here: https://museplaces.com/

Key responsibilities

• Provide a point of contact for incoming telephone calls and e-mails from customers / contractors and colleagues.

• Respond to customer e-mails and when necessary take telephone calls.

• Issue the defect reports ahead of the defect calls with the Contractors and Investors.

• Ensure all customer calls and e-mails (incoming and outgoing) are recorded on the CRM and supporting documentation is attached.

• Respond to customers to obtain more evidence/information and visit customers as/when necessary.

• Ensure all customer appointments, responses to e-mails and e-mails after post occupation visits are sent and are friendly but written in a clear and concise way.

• Be responsible for arranging and undertaking weekly progress meetings with the Principal Contractor, Muse Project Team, the Contract Administrator to discuss and actively progress dates for the closing out of defects in customers’ homes and discuss / co-ordinate any large works.

• Should a formal complaint be received from a customer, coordinate these using the Muse complaints procedure, including issuing acknowledgements and formal responses to customers within set timescales, liaising with external parties, collating and checking data and information for accuracy and appropriateness.

• To fully adhere to the company standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction.

• Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s IT system.

• Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day.

• Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues.

• Liaise between Site Management teams, Customer Care Technicians and external contractors to ensure all remedial works are completed efficiently, in accordance with the NHBC Buildmark Warranty (or any other warranty provider) and in line with the company’s stated Service Level Agreements.

• Communicate with the SNHM to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner.

• Utilise the IT system and associated reporting to manage resolution of defects and identify to the SNHM where performance is falling below expected levels.

• Liaise with the third party contractor to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable.

• Attend appropriate internal meetings to represent the department and be the voice of the customer, promoting improvements in service delivery across functions.

• Undertake post-completion satisfaction calls to customers.

• Manage customer complaints and resolve legacy issues, where appropriate, efficiently and effectively.

• Ensure contractors and suppliers perform in adherence with our company SLA, and utilise the Contra Charge Process where applicable.

• Update weekly reports and distribute to relevant personnel.

• To deliver market leading customer service to all our customers through timely response to e/mails and telephone calls.

• Manage e-mails in Activity Workbench and work with team to suggest improvements to system.

• Experienced in front line customer service with an aspiration to progress and become a New Homes Manager. Willing to travel to different regions as/when necessary.