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