Customer Support Coordinator - Portsmouth City Council

Mountjoy specialises in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England. 

We have an exciting opportunity for an enthusiastic Customer Support Coordinator to join our dynamic team. This permanent position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.

OUR COMPANY BENEFITS

  • 31 days annual leave rising to 36 days with length of service (including bank holidays)
  • We offer a flexible scheme to buy or sell up to 5 days of annual leave per year.
  • Company sick pay after 12 months length of service
  • Life Assurance 
  • Octopus Electric Dreams Car Scheme to enable staff to drive a new electric car - paid for through salary sacrifice.  
  • Cycle to Work Scheme
  • Discounted Gym Membership 
  • Employee recognition scheme
  • Length of Service Rewards
  • Defined contribution Pension Scheme of 8% (3% Employer and 5% Employee)
  • Our Employee Assistance Programme to support all staff
  • Refer a Friend scheme

SUMMARY OF ROLE

You will be working in a call centre environment responsible for the management of the Compliments, Complaints, Customer Portal, Customers Satisfaction and Customer Texting Service process and procedures. Ensuring this is managed effectively and efficiently, you must be focused on delivering customer service excellence to ensure the right outcomes are achieved.  

KEY RESPONSIBILITIES

  • To manage the end-to-end process for all information received maintaining the Compliments and Complaints register and customer portals.
  • To record accurate, and valuable information directly into the Compliments and Complaints Register, our Job Management Systems, and Client Databases.
  • Ensure Compliments and Complaints are being dealt with in a timely manner.
  • To provide customer service excellence for all internal and external customers.
  • Ensure Complaints and Compliments are addressed by following our Integrated Management System processes and procedures, highlighting, and escalating when this does not happen to ensure its not repeated. 
  • Work closely with the Repairs Management Teams to identify the root cause of a complaint and ensure the corrective action is undertaken to resolve the complaint in a timely manner for the Customer. 
  • Ensure you manage customer satisfaction feedback from the portal to identify issues to resolve immediately and trends to be addressed for continual improvement. 
  • Work with Repairs Management Teams to learn lessons and prevent similar complaints in the future.
  • Use data and measures to monitor performance of Complaints and Compliments that identify areas for improvement. 
  • Ensure you have an understanding of the service delivery model and our purpose “Right Work at the Right Time”. 
  • To assist with any other administrative activities that are required to support the team, to effectively manage the service.
  • You are responsible for your own Health & Safety and are expected to work with the Company and your line manger to ensure safety guidelines are followed and adhered. 

SKILLS REQUIRED

  • Be very comfortable to operate in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude. 
  • Possess good interpersonal skills and ability to communicate at all levels in a professional manner.
  • Able to communicate with the workforce and be able to remain professional even when issues are contentious.
  • Have an empathetic, patient and positive attitude.
  • A confident and professional telephone manner.
  • Have good intermediate computer skills in all MS Office applications and be very comfortable with using MS Excel to manage registers and manipulate data. 
  • IT literate and able to learn quickly to be comfortable in using Mountjoy and Client job management systems.
  • Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.

KNOWLEDGE REQUIRED

  • Knowledge of building maintenance activities and the causes of complaints received (Desirable)

QUALIFICATION REQUIRED

  • GCSE or equivalent grade C or above in Math and English.
  • Customer Service qualification (Desirable)

EXPERIENCE

  • Minimum of 2 years Customer Service Experience.
  • Have previous complaint or dispute handling and investigation experience.

If you feel you have the skills and experience to become our Customer Support Coordinator, then please click “apply” now – We’d love to hear from you!

The company is an Equal Opportunities employer and a member of the Disability Confident Scheme, and are also a member of the Hampshire Construction Training Association.

Our Company values

We take pride in everything we do - Which means we expect all our employees to:

Present a professional appearance at all times.

Keep your work area safe, tidy and well organised.

Deliver a high standard of work at all times

We have Integrity, built-in

Key information
Department:
Portsmouth Council Maintenance
Geographical Area
Portsmouth
Location:
PO2 8AA
Hours:
40
Salary:
£27,300
Who you report to:
Office Manager
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