Customer Experience Coordinator – East Midlands

Customer Experience Coordinator – East Midlands Customer Experience Coordinator

At Allison Homes, we are proud to be an award-winning private house builder, crafting exceptional homes and thriving communities across the Central and East of England, the East Midlands, and the South West.

Our mission is simple – to make beautiful, high-quality homes accessible and affordable, without compromise. We’re committed to designing places where people love to live, and to creating opportunities for everyone to own a home they can be proud of.

We’re equally proud of our people. Collaboration, teamwork, and shared success are at the heart of what we do, guided by our core values of Trust, Teamwork, Kindness, Passion and Performance
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If you’re looking to grow your career in a supportive, forward-thinking business that’s shaping the future of house building, we’d love to hear from you.

As a Customer Experience Coordinator, you will be the voice and advocate of our customers – ensuring every homeowner receives exceptional aftercare from the moment they receive their keys.

You will manage all customer-related enquiries through to resolution, working closely with subcontractors, suppliers, site teams, and colleagues across the business to deliver a seamless experience.

Alongside your coordination duties, you’ll provide vital administrative support to ensure the Customer Experience department operates smoothly, efficiently, and always in line with company policies and procedures.

This role would suit someone with a strong customer service background, ideally with some knowledge of home repairs or maintenance. Full training and ongoing support will be provided.

• Deliver outstanding customer service at every stage of the homeowner journey.
• Ensure compliance with all relevant company policies, procedures, and NHBC standards.
• Handle all customer contact (calls, emails, online, and social media) professionally and courteously, ensuring accurate record-keeping within our internal systems.
• Coordinate departmental cover to ensure all customer calls and queries are answered promptly.
• Arrange inspections and remedial works for valid warranty issues within agreed KPIs.
• Liaise with Site Management Teams, Subcontractors, and Customer Experience Operatives to ensure timely and effective resolution of all issues.
• Work with the Customer Experience Manager to monitor performance and highlight areas for improvement.
• Support the procurement process, liaising with buying and commercial teams and managing contra charges as required.
• Conduct courtesy calls with customers at key points along their journey to maintain strong, positive relationships.
• Contribute to continuous improvement within the Customer Experience function and support wider business initiatives and growth.

• Excellent communication, empathy, and relationship-building skills.
• Strong organisational abilities and attention to detail.
• Ability to work under pressure and manage multiple priorities effectively.
• Proactive approach to problem-solving and decision-making.
• Experience in customer service, ideally within construction, housing, or property sectors (desirable but not essential).
• A full UK driving licence.

• Discretionary Bonus Scheme
• Option to join the company salary sacrifice car scheme (T&Cs apply)
• 25 Days Holiday (extending to 27 days holiday after two years of continuous service)
• Pension Scheme
• Group Life assurance
• Group Income Protection Scheme
• Smart Health Employee Assistance Programme
• Opt In – Simply health cash plan

Unfortunately, due to the high volume of applications that we receive, only successful candidates will be contacted.