Customer Experience Coordinator

EQUANS are recruiting for a Customer Experience Co Ordinator to be based in Seaham. This is a permanent full-time role working 37.5 hours per week. On offer is a competitive salary and benefits package.

General Overview

Provide an exemplary customer experience to both internal and external customers. Process defective works within the defect liability period through to closing out in a timely manner.  This includes latent defects and retention works. Effectively communicate to Customers, Clients and Subcontractors in a timely manner.

Key Accountabilities

• First point of contact through a number of access platforms to all customers requiring support or emergency assistance
• Capture and process defects, using call logging software, within agreed timescales
• Process retention works identified by Customer Experience Manager within agreed timescales
• Liaise with Subcontractors and Maintenance Team to rectify defects through to completion, within agreed timescales
• Close out defects in a timely manner
• Liaise with Customers to book appointments via internal Maintenance Team
• Diary management using Maintenance outlook calendar
• Liaise with Clients as required
• Produce reports as agreed with Customer Experience Manager
• Assist all colleagues working in the Customer Experience Team to process complaints through to closure
• Identify continuous improvement opportunities
• Prepare Invoice/chargebacks & record full details for monthly reports
• Any other reasonable management request deemed necessary to the business

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

• Pension Scheme
• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts 
• Cycle to work scheme 
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including WiE (Women in EQUANS), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
• 24/7 Employee Assistance Program and access to mental wellbeing app 

Who are we looking for?

Key Skills

• Excellent level of interpersonal skills
• Excellent verbal and written communication skills
• Proficient in using Microsoft Outlook, Excel and Word
• Excellent organisational and time management skills

 Experience

• Experience of planning, organising and prioritising workload whilst maintaining high levels of accuracy
• Experience of working in a fast paced environment
• Experience of problem solving and achieving high levels of customer satisfaction

Key Attributes

• Team Player
• Positive can do attitude
• Enjoy working with Customers
• Self disciplined/methodical in their approach
• Good level of interpersonal skills i.e. listening, empathy, understanding
• Attention to detail
• Confident and able to communicate effectively
• Ability to multitask
• Self motivated
• Enthusiastic
• Self Motivated

Who are we?

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.   

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. 

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. 

EQUANS is a Bouygues group company. 

What’s next? 

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. 

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.  

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. 

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.