Customer Service Co-ordinator

We are currently recruiting for an experienced Customer Service Coordinator to join our team based in Birmingham.

In this role, you will support the Customer Service Manager by analysing compliments and complaints to identify trends, highlighting both areas of best practice and those requiring improvement. You will present your findings to both clients and internal teams, playing a key role in enhancing the quality of our service.

This is a permanent role and the core working hours are Monday to Friday 8am-4:30pm.

You will be part of one of Fortem’s largest Social Housing contracts, Birmingham City Council. This is an expanding £50m Repairs & Maintenance, Capital Works and Retrofit contract and the largest social housing contract in Europe. We are responsible for over 22,500 properties in the Birmingham area including low, medium and a significant number of high-rise blocks. This is a fast paced, focused and dedicated contract which we have been re-awarded 3 times and we are very proud to be able to support this exceptional client.

• To develop and improve local engagement links with client and customer groups
• Analyse feedback from customers and their representatives
• Manage and report customer satisfaction surveys
• Manage complaints log and cascade in

Essential Criteria

• Excellent Customer Service skills
• Ability to manage problems and identify solutions
• Good telephone manner
• Ability to retain information in a fast-paced environment

Desired Criteria

• Experience in a similar, client-facing and customer liaison environment
• Comfortable with technical terminology of facilities and/or property maintenance
• Familiar with the Housing Ombudsman guidance for complaints investigation and resolve

• Competitive salary based on experience with profit related bonus
• 25 days annual leave + bank holidays + your birthday off (34 days total)
• Sick pay
• 26 weeks full pay maternity leave
• 8 weeks full pay paternity leave
• Annual pay reviews
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System
• Life Insurance
• Private healthcare and dental care
• Cycle to work scheme
• Retail and mobile phone provider discounts

Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams – Repairs & Maintenance, Capital Works and Retrofit.

Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters.

We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand – whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace.

Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way.

We are Investors in People – Gold standard, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.

Please apply with your updated CV or contact us at the Recruitment team.

Note for Recruitment Agencies: We have an agreed PSL, we do not accept speculative CV’s from agencies. If speculative CVs are sent, no fee will be applicable.