Group Customer Care Surge Team Coordinator

The Group Customer Care Surge team operates as a shared resource across the business, enabling Divisions to respond effectively to fluctuating workloads, capacity challenges, and peaks in customer activity.

Through skilled administrative and coordination support, the Group Customer Care Surge Coordinator delivers flexible, group-level assistance to Divisional Customer Care teams, ensuring continuity of service, protecting service levels, and supporting Divisions in maintaining high standards of customer care and satisfaction.

Act as the first point of contact for customers across assigned developments, ensuring consistent support within the designated Division.

Respond to customer emails and calls in a timely and professional manner

Ensure full utilisation of the CRM system by accurately recording all interactions and maintaining up to date records at all times.

Support with the triage and validation of customer issues received through multiple channels, ensuring accurate recording within the CRM system and appropriate case creation to enable progression.

Upon validation of defects, raise the necessary job tasks within CRM and allocate to the appropriate resource to ensure timely resolution.

Where remedial works are chargeable, support the process by sourcing quotations and requesting purchase order creation to progress defect resolution.

Use the CRM system to follow up with site teams, subcontractors, and suppliers on deployed jobs approaching or at risk of breaching our Service Level Agreement.Obtain progress updates and escalate delays, risks, or issues to your Team Leader and / or the Divisional Customer Care team during daily huddles.

Assist the Surge Team Leader by attending divisional meetings as required.

Co-ordinate and build strong relationships with Divisional colleagues for the benefit of the customer

Reassignment of jobs to alternative contractors when Service Level Agreements are breached (including the creation and issue of contra-charge advice notices where applicable)