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Customer Care Coordinator

DBD Distribution

Customer Care Coordinator

£28000

DBD Distribution, Adeyfield, Dacorum

  • Full time
  • Permanent
  • Remote working

Posted 1 week ago, 4 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 7f7b3223169741e2ae8c5aff4abcb827

Full Job Description

  • 25 Days Holiday + Bank Holidays

  • Up to 10% Company Bonus

  • Pension

  • Healthcare Cash Plan

  • Life Assurance

  • Length of Service Awards

  • Retail and Days Out Discounts

  • Enhanced Family Policies

  • Charity Day

  • Team & Company Events


    • A bit about us:

    We have been leaders in supplying Kitchen and Appliance solutions to the New Build Construction Industry for over 30 years, and we strongly believe this is down to our people. Our teams pride themselves in demonstrating our core values, helpful, ethical and innovative in everything they do; which we feel is the reason for our success and our culture.

    Following progression in the team, we are keen to find an individual who will join our Customer Care team and strive for delivering exceptional customer service. You will deliver a professional, consistent and excellent service to our customers by organising remedial works, investigations and exploring defects, whilst keeping the customer up to date with progress at all times.

    What you'll do:
  • Be accountable for providing customer care management for the assigned customer base, to include training on our bespoke customer care platform.


  • Work alongside our customer care department to establish the type of case & investigate the cause so that we can determine the best course of action to resolve & whether the resulting action should be chargeable or not.


  • Liaise with homeowners to arrange and schedule work with our Installation Engineers.


  • Book in appliance service calls with the respective manufacturer & then update both our internal system & our customer with this information.


  • Update live customer care cases to ensure these are being resolved as quickly as possible & use this information to update the respective customer on our progress in handling their issue.


  • Ensure any queries or trackers raised from works carried out are investigated and resolved in a timely manner.


  • Build & maintain excellent communication and rapport with our customers, including regular reviews with our customers.

    Have a strong desire to provide excellent customer service, with empathy and clear communication.


  • Ability to retain technical information provided by our Operations experts.


  • Excellent attention to detail - high accuracy when proof reading documents & handling quotes to ensure all information is correct.


  • Comfortable communicating with people on all different levels & through a variety of methods such as telephone, email & face to face.


  • Ability to work autonomously with exceptional organisational and time management skills, so to balance the various requirements of the role whilst influencing colleagues to support your projects.


  • Adaptable to workload challenges, effectively prioritising & multi-tasking.


  • Controlled & professional manner to handle potential challenging conversations.


  • Good geographical knowledge would be an advantage.


  • Confident IT & office communication skills - Excel / Word / Outlook.

    Our values are integral to how we operate; it is the reason for our success and our culture. To flourish here, you will naturally display the following DBD values:


    • Helpful: You will go above and beyond to help customers and colleagues. You are passionate about what you do, and your ultimate goal is to provide excellent service.

    Ethical: Your approach to work and others is built on a foundation of moral principles; you are open, honest and demonstrate respect. You tackle tough issues, honestly and directly whilst maintaining good communication and relationships.

    Innovative: You challenge the norm and you are not content with OK. You continually seek ways to deliver business improvement and commercial advantage.

    Job Types: Full-time, Permanent

    Pay: £23,000.00-£28,000.00 per year

    Benefits:
  • Bereavement leave

  • Company events

  • Company pension

  • Employee discount

  • Enhanced maternity leave

  • Enhanced paternity leave

  • Free parking

  • Health & wellbeing programme

  • On-site parking

  • Referral programme

  • Sick pay

  • Work from home


    • Schedule:
  • Monday to Friday

  • No weekends


    • Supplemental pay types:
  • Bonus scheme

  • Yearly bonus