Customer Care Coordinator
The company
From day one, Thakeham has been driven by a clear vision: to transform the way people think about new-built developments.
Over 20 years later, that ethos is still very much alive, reflected in our numerous awards and reputation in the sector. Today, Thakeham employs close to 250 people and has a forecasted revenue of £199 million in 2024/25.
An infrastructure-led community creator and strategic land promoter, Thakeham is committed to partnerships, innovation and creating amazing places to live and work. We are industry-leading in sustainability and biodiversity. Every Thakeham home completion will be Net Zero Carbon by 2025 and we were one of the first to introduce Zero Bills homes in partnership with Octopus Energy.
We pride ourselves on our ‘Infrastructure first’ approach, ensuring communities release the benefits of new development at the outset, rather than later in the process. We deliver social, affordable and retirement housing for a wide range of housing associations and local authorities.
People are Thakeham’s most important asset, and this is reflected in the way we operate. We are proud to be listed in the Top 100 Best Large Companies to Work For 2024.
Our people enjoy excellent rewards and working conditions in an exciting and growing business. We offer exciting career opportunities, and are keen to develop, guide and support our employees, regardless of what stage they are in their careers.
We value diversity and encourage people to bring their full authentic selves to work. A Gold Armed Forces Covenant signatory and supporter of armed force’s charity Building Heroes, Thakeham operates a Talent for Development outreach campaign for military veterans and college leavers.
Work and fun should not be mutually exclusive and Thakeham offers a range of social events such as quiz nights, BBQs and all staff parties. We run informal lunch and learns and take on charity challenges such as the Housebuilder Challenge. We encourage people to volunteer in their communities, offering two paid days per year to do so. Where roles allow, our summer hours policy in June, July and August allows people to enjoy longer weekends with their loved ones. A flexible approach to working is available all year round.
At Thakeham we build communities, together.
The department
The Customer Care department is responsible for quality inspections of our homes, introducing customers to their new home and managing customer relationships both over the phone and in person across multiple sites. Our goal is to deliver exceptional customer service and create a welcoming environment where our customer feel valued.
We are looking for a Customer Care Coordinator to support the Customer Care team in their daily tasks and be the initial point of contact for clients registering defects and any queries post occupation.
The role
The successful candidate will;
- Record and action any customer queries post legal completion
- Manage department diaries and coordinate appointments for site visits
- Maintain up to date customer contact information and provide this to Thakeham’s out of hours service provider
- Raise instructions/defect notices via the Customer Care database to contractors, suppliers, site managers etc. and monitor the progress of works
- Exhibit strong management of defects, ensuring timely completion of works within the agreed Service Level Agreement terms. Report on sub-contractor performance and take appropriate action when standards are not met
- Perform general administrative duties including logging letters and sending letters of acknowledgement. Maintain electronic plot records, photocopying, scanning, typing, raising orders and cheque requisitions, answering telephone calls and co-ordinating queries with the Head of Customer Care, Customer Relations Managers and Technicians
- Raise sub-contract orders or orders for materials through the buying department or directly with suppliers, logging relevant incoming invoices
- Ensure remedial works are contra-charged as appropriate to recover costs effectively
- Compile and distribute weekly progress reports for our partnership Client contracts
- Update NHBC claim report
- Liaise with other internal departments as necessary to address defect issues that arise e.g., engineering, commercial and technical
This list is not exhaustive. Tasks will evolve in with the individuals development and experience.
The required skills
- Good knowledge of MS Office (Word, Excel & Outlook)
- Knowledge of Coins is ideal but not essential
- Strong communication skills with the ability to engage with individuals at all levels, both on site and in the office
- A customer focused approach with a commitment to providing exceptional service to all customer and clients
- Excellent attention to detail and strong organisational skills
- Effective time management skills
- Professional approach with high degree of discretion and confidentiality
- A collaborative team player
- Willingness to be flexible and take on a variety of tasks
- Ability to work independently and generate solutions
- Experience in a similar customer care role is desirable but not essential
The benefits
- Competitive salary
- Salary sacrifice car scheme
- Annual holiday allowance 26 days increasing to 27 after 3yrs service and 28 after 5yrs service (plus bank holidays)
- Life assurance
- Private medical insurance
- Health screening
- Pension scheme
- Bonus scheme
- Flexible working hours in a modern office environment / Working from Home Policy
- Excellent development and progression opportunities for the right candidate
- Company Social events
Plus a whole range of other employee benefits that we can tell you all about, our employees are rewarded for their performance, attitude and results.
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We are committed to providing equal opportunities in employment and treating people fairly. We will treat all job applicants and employees equally regardless of age, race, religious belief, colour, ethnic or national origin, sex, marital status, sexual orientation or disability. We welcome applicants from all sectors of society and we are committed to promoting an inclusive environment for all.
