Customer Care Coordinator

Customer Service Coordinator

Location:

Welwyn Garden City (Hybrid - 2-3 days in office)
Salary: £32,000 + 22% bonus

An established and highly regarded house builder is looking to appoint a Customer Service Coordinator to join their North Home Counties regional office in Welwyn Garden City.

This is a key role within a busy Customer Care team, acting as the first point of contact for homeowners and ensuring any defects or queries are managed efficiently and professionally. You'll play a vital part in delivering an outstanding aftercare experience and ensuring issues are resolved within agreed time frames.

The Role

Act as the first point of contact for customers reporting defects or general queries
Manage calls and emails through CRM and telephony systems
Coordinate remedial works with customers, subcontractors, suppliers and maintenance operatives
Ensure issues are resolved professionally and within agreed service levels (typically within 30 days)
Escalate complex cases to the Customer Service Manager or relevant internal departments
Maintain clear and consistent communication with customers throughout the process
Produce weekly reports demonstrating progress across your caseload
Manage diaries and appointments for Maintenance Operatives and Customer Service Managers
Provide general administrative support to the wider Customer Care team
About You

Previous experience in a customer service or coordination role
Experience managing a high-volume caseload in a fast-paced environment
Strong organisational skills and the ability to prioritise workload with minimal supervision
Excellent communication skills, both written and verbal
Good IT skills including MS Office and CRM systems (Salesforce experience advantageous)
A basic understanding of the house building or construction process is beneficial, but not essential
A proactive, flexible approach with a strong customer-first mindset
What's on Offer

£32,000 basic salary
22% bonus
Hybrid working (2-3 days in the office)
Opportunity to join a stable, established house builder with a strong reputation and supportive team environment