Customer Care Coordinator

This is an exciting opportunity to join the customer care team as a Customer Care Coordinator. You will play a leading role in ensuring that our customers feel genuinely supported and cared for – coordinating the resolution of issues in their homes with speed, professionalism, and empathy. You will be the vital link between our customers, contractors, and internal teams, making sure that every step of the journey runs smoothly and meets our high service standards.

• Act as the first point of contact for homeowners, managing queries across phone, email and customer portals with professionalism and empathy.
• Take ownership of your portfolio, proactively communicating updates and diagnosing issues to ensure timely and effective resolutions.
• Log all customer interactions accurately in COINS and maintain clear records.
• Coordinate works by scheduling maintenance operatives and subcontractors’ appointments and monitoring progress through to completion while keeping customers informed throughout.
• Conduct courtesy calls to monitor satisfaction and deliver against agreed SLAs, aiming to exceed expectations.
• Build strong relationships with contractors and internal teams, liaising with specialists where required.
• Attend site visits when necessary to support customers and operational teams.
• Monitor activity against the Customer Care Timeline, ensuring compliance with the New Homes Quality Code and supporting continuous improvement, including HBF 5-star standards.
• Provide administrative support, including documentation, contra‑charging and general office duties.

• Strong written and verbal communication skills, with the ability to build rapport and demonstrate empathy.
• Takes ownership of the full customer journey and is motivated to exceed satisfaction targets.
• Remains calm under pressure, with proactive problem‑solving abilities.
• Highly organised, detail‑oriented, and able to manage priorities in a fast‑paced environment.
• IT literate, confident using Microsoft Word, Excel and Outlook, and comfortable learning new systems (COINS knowledge advantageous but not essential).
• A collaborative team player with resilience, flexibility and initiative.
• Full driving licence and access to a vehicle desirable for site visits.
• Experience as a Customer Care Coordinator or RLO.

For more information, please contact George or Lyndsey on the number displayed.