Group Customer Care Surge Team Coordinator

Group Customer Care Surge Team Coordinator

The Group Customer Care Surge team operates as a shared resource across the business, enabling Divisions to respond effectively to fluctuating workloads, capacity challenges, and peaks in customer activity.

Through skilled administrative and coordination support, the Group Customer Care Surge Coordinator delivers flexible, group-level assistance to Divisional Customer Care teams, ensuring continuity of service, protecting service levels, and supporting Divisions in maintaining high standards of customer care and satisfaction.

Responsible to:
Group Customer Care Surge Team Leader

• Act as the first point of contact for customers across assigned developments, ensuring consistent support within the designated Division.
• Respond to customer emails and calls in a timely and professional manner
• Ensure full utilisation of the CRM system by accurately recording all interactions and maintaining up to date records at all times.
• Support with the triage and validation of customer issues received through multiple channels, ensuring accurate recording within the CRM system and appropriate case creation to enable progression.
• Upon validation of defects, raise the necessary job tasks within CRM and allocate to the appropriate resource to ensure timely resolution.
• Where remedial works are chargeable, support the process by sourcing quotations and requesting purchase order creation to progress defect resolution.
• Use the CRM system to follow up with site teams, subcontractors, and suppliers on deployed jobs approaching or at risk of breaching our Service Level Agreement.
  
  Obtain progress updates and elevate delays, risks, or issues to your Team Leader and / or the Divisional Customer Care team during daily huddles.
• Assist the Surge Team Leader by attending divisional meetings as required.
• Co-ordinate and build strong relationships with Divisional colleagues for the benefit of the customer
• Reassignment of jobs to alternative contractors when Service Level Agreements are breached (including the creation and issue of contra-charge advice notices where applicable)
• Support the end of defect inspection process for our Housing Associations/Registered Providers by ensuring all agreed defects and associated remedial works are accurately recorded in the CRM system. Ensure Housing Associations/Registered Providers receive regular progress updates
• Complete courtesy calls to customers as assigned, including routine contact points such as 6 week, 8 week, 18 week follow ups,) as well as post‑appointment satisfaction checks.
• Provide support and appropriate CRM updates when Director calls are completed
• Support any follow-up actions required following an out of hours incident or claim, such as obtaining updates from subcontractors or completing courtesy calls to customers
• Provide support with other administrative tasks (i.e. uploading of plot certificates to CRM)
• Ensure all actions are completed in line with company processes, policies, and code requirements
• Ensure all SHE protocols are adhered to and that the relevant risk assessment criteria is followed, seek assistance as required

Please note this role is designed to be flexible. Responsibilities may evolve over time in line with business needs and the level of support required by Divisional Customer Care teams.

This role is offered on a nationwide basis, with the flexibility to be based at any of our offices nationwide.

Personal characteristics / qualifications and skills:

• Strong administrative capability with excellent attention to detail.
• Ability to manage multiple tasks, priorities, and deadlines effectively.
• Proactive problem-solving mindset with the ability to anticipate issues before they elevate.
• High levels of resilience and adaptability, particularly when priorities change at short notice.
• Well organised, with a methodical and structured approach to work.
• Clear, professional written and verbal communication skills.
• Team player who contributes positively to a distributed resource model.
• Confident to work independently as part of a remote team linked by technology, with the ability to prioritise work and take initiative when required to do so.
• Experience using CRM systems (knowledge of Microsoft Dynamics is desirable but not essential)
• Previous experience working in a customer facing, service focused or administrative role.

We’ve been nationally recognised as a 5 star housebuildersince 2010 for supplying high-quality homes for all generations. That’s more than any other major…