Customer Care Coordinator

Position: Customer Care Coordinator (Permanent)
Customer Care Coordinator

This leading high specification developer are seeking a Customer Care Coordinator to join their successful team in making sure their purchasers have the best experience when purchasing a new home. With a well established team you will liaise with each customer assisting in any outstanding issues within their new home and working with the site managers on each project as well as directly employed maintenance operatives and contractors.

Key responsibilities:

* Be the main point of contact for customers reporting post completion issues or defects in their new homes, primarily via phone and email.

* Handle incoming and outgoing calls in a professional and empathetic manner, ensuring customer concerns are understood and managed appropriately.

* Log, manage, and monitor customer queries through the clixifix system, ensuring accurate records are kept and actions are followed up promptly, assigning contractors and chasing updates weekly.

* Liaise with internal departments including Construction, Technical, and Sales to resolve issues and provide timely updates to customers.

* Ensure all customer issues are resolved within agreed time frames, while maintaining high levels of communication and service.

* Provide clear, regular updates to customers regarding the status of their queries or scheduled works.

* Escalate unresolved or complex issues to the Head of Customer Care where necessary.

* Support the team in delivering an exceptional after care experience that aligns with the company’s quality and service standards.

* Schedule end of warranty appointments and works for housing associations.

* Coordinate the Technician’s diary

* Support the Head of Customer Care.

* Set up and manage plots on guided (online portal for customers ) / clixifix (internal online portal)

* Set up completion packs for handovers, ensure completion logs for British gas and NPA are filled out on completion day

* Log defects raised from audits or inspections.

* Liaise with clients to schedule appointments for home demo, completions , snag appointments etc

Key skills and experience:

* Previous experience in a customer service or after-sales role, ideally within property, housing or construction.

* Excellent verbal and written communication skills.

* Strong organisational skills and the ability to manage multiple priorities.

* Confident in liaising with customers and contractors in a professional and empathetic manner.

* Experience using CRM systems and Microsoft Office suite (Word, Excel, Outlook).

* A calm, patient, and solutions-focused approach to handling customer concerns.

* Knowledge of Premier standards and property snagging/remedial processes is desirable.

* Excellent phone skills – confident, articulate, and professional with the ability to handle difficult conversations calmly and empathetically.

On offer

* Competitive base salary between £35k - £40k

* Work from home on Fridays with an early 3pm finish

* A competitive salary reflective of experience

* 25 days of annual holiday entitlement + a day off for your birthday if it falls within the working week.

* Discretionary bonus based on individual and company performance