Customer Care Coordinator

Mascot Bespoke Homes is an equal opportunities employer. We celebrate diversity in all its forms and are committed to creating a meritocratic and inclusive environment for our people.

About us:

Located by Wandsworth Common, Mascot Bespoke Homes was established in 2008 by our directors Chris Scott and Jonathan Martin. From their first venture, renovating a flat in Battersea, to the bespoke luxury full luxury house renovation projects we undertake today, Chris and Jonathan’s mission has remained constant:

Mascot Bespoke Homes believe that we should take the small details just as seriously as the ‘big stuff’. Nearly all our new business comes to us as the result of personal recommendations from our clients. We pride ourselves on delivering on our promises and doing our utmost to stick to agreed project timescales. We understand how important it is to enable our clients to plan ahead.

Complementing our private client work is a strong pipeline of our own property developments, ranging from one-off luxury homes to boutique flat schemes.

Our sister company, Blakes London shares our values, vision and our office space. We work collaboratively: utilising the skills, experience and expertise of a group of companies. In this way, we can offer our clients a range of bespoke services.

The role:

The Customer Care Coordinator is an integral part of the Mascot team. With an ability to understand what matters to each of our customers and efficiently triage and where necessary, book each specialist to speedily remedy any issues flagged, the Customer Care Coordinator thrives on being the organised lynch pin and go-to person in a fast-paced environment.

Specific responsibilities include:

• Answering all calls, emails and correspondence from our customers and internal team, managing these appropriately and logging and tracking issues. Acting as the primary contact for defect resolution across our residential projects.
• Coordinating the booking of subcontractors and our trusted team of tradespeople to carry out routine maintenance visits and specific remedial works and checking back with the customer to ensure their satisfaction.
• Communicating with the Directors, our internal team and our trusted subcontractors to ensure all defects are followed up on and dealt with by the appropriate team according to our SLAs
• Maintaining the key log and signing keys in and out accurately
• Maintaining customer records and where necessary, issuing reminders for routine servicing and maintenance visits
• Managing customer Operation & Maintenance manuals (O&Ms) to enable speedy triage of routine issues
• Managing supplier contact lists to enable us to manage issues that our tradespeople might not have encountered previously
• Managing complex defects and keeping all parties informed of changes and delays, where these occur
• Ordering of kit and supplies, where required
• Liaising with the internal finance function to ensure correct invoicing, prompt payment and accurate records of work completed
• Drafting reports and proposals for customers based on information provided by our internal team
• Ensuring marketing collateral i.e., photos, videos, drone footage is captured for each project and documented appropriately

Person specification:

Essential qualities & skills:

• Experience of working as an administrator in a fast-paced environment
• Experience of working within the construction, property development and preferably, super prime property sector
• Excellent interpersonal and communication skills, with the ability to communicate with a wide range of people
• Excellent administration and organisation skills
• A starter-finisher, understanding how to prioritise and when to pivot focus
• Ability to work on own initiative
• Ability to drive (must be over 25 for insurance purposes) [Mascot Bespoke Homes adheres to the Equality Act 2010, however, owing to vehicle insurance restrictions, it is appropriate and necessary that we specify this requirement].

Useful skills and experience:

CRM systems

Microsoft 365/Google Suite

Invoicing system - Xero

Benefits package:

• Salary is competitive and dependent on experience
• 25 days holiday per annum