Customer Service Coordinator

Position: Customer Service Coordinator (Permanent)
Location: Epping Forest

At Hill, we take pride in the aftercare we provide long after keys are handed over. As our Customer Service Coordinator, you’ll be a key part of the team making sure our customers get the smooth, timely support they expect from a 5-star house builder.

You’ll be responsible for logging and tracking customer defects, coordinating operatives and subcontractors, and ensuring professional communication with customers and internal teams every step of the way.

What you’ll do:

Log all customer defects and end-of-defect (EOD) works accurately and in line with Hill procedures

Schedule work for in-house and third-party operatives, tracking completion against deadlines and KPIs

Maintain internal systems and ensure all records are accurate and up to date

Monitor open tasks and escalate issues to avoid delays

Liaise with Production, Sales, Technical and Commercial teams to support the Customer Journey

Respond to customer queries clearly, promptly and professionally

Generate contra charge letters and follow up as needed to support recovery

Review and challenge quotes from suppliers and operatives when appropriate

Provide regular reports and updates for clients and internal stakeholders

Ensure compliance with health and safety procedures, including risk assessments and lone working

What we’re looking for:

Experience in customer service or coordination roles

Strong written and verbal communication skills

High attention to detail and confidence managing systems and records

Excellent organisational and time management skills

Proficient in Microsoft Office and confident using IT systems

A proactive, problem-solving mindset and positive attitude

Team player who can work independently and adapt under pressure

Knowledge of health and safety procedures is helpful
What you’ll get:

26 days holiday

Private healthcare and wellbeing platform

Hill Incentive scheme and retail discounts

Volunteering days and continuous learning opportunities

A high-performing and supportive team culture

competitive salary and package
Why Hill?

At Hill, we offer more than just a job — we offer the opportunity to make a real and lasting impact. Every person here contributes to delivering sustainable, high-quality homes and shaping vibrant communities across the UK.

Our culture is underpinned by our values:

Ambition
– we set bold goals and support each other to exceed them

Impact
– we focus on delivering meaningful outcomes

Agility
– we move quickly, adapt confidently, and embrace change

Collaboration
– we work together to achieve more, sharing success along the way
As a privately owned business, we’re able to move with pace and purpose. We invest in people, support career growth, and empower individuals to lead from wherever they stand. Hard-working, driven people thrive here — and are recognised for what they deliver and how they deliver it.

Join Hill and be part of a forward-thinking, values-led team. Together, we’re not just building homes — we’re building a lasting legacy.

We are proud to be a Disability Confident Employer. We welcome applications from all backgrounds and can provide adjustments throughout the recruitment process