Take a walk in the shoes of a Customer Care Co-Ordinator at a Midlands-based housebuilder
There’s been a shift in the home buying experience over the past couple of years with the introduction of appointments to ensure the safety of staff and employees throughout the pandemic. Rippon Homes Customer Care Co-Ordinator, Becky Bligh, shares what her days look like lately.
9:00am – The first thing I do is have a quick scan through all my personal work emails and the emails in the general customer care mail box to make sure there is nothing urgent for example a customer reporting an emergency like a leak.
10:00am – Then I look at the calendar to just remind myself where our operative is that day.
I then go back to the emails working my way through and prioritising the most important ones, which I will respond to first.
11am – Throughout the day deliveries may arrive with parts and materials we have ordered; we ensure each item is matched to the relevant new home and then we update the appointment on our system to show the materials have arrived and are in stock.
12:30pm – Our operative will have delivered their work completed job sheets which will be collated and saved onto our system. Any further or outstanding works will be noted and re-booked in and the customer will be updated. We will also have to contact the relevant trades to ensure they are available for the rebooked appointment.
1:30pm –Throughout the day we will take and make calls to our customers, check to ensure that the customers are covered under their warranty and offer any advice to them where possible. We also ensure our operative is fully briefed on all upcoming appointment.
4:45pm –Before we leave the office for the day, we ensure that all customers are updated, any payments are taken and that all trades are fully briefed before their appointment with the customer. Also making sure that our system is fully updated.
5:30pm – I have one final glance over my emails and get ready to close the office and head home for the evening.