Role: Customer Service Coordinator
About the Role:
Reporting to the Customer Service Manager, the Customer Service Coordinator plays a key role in supporting the delivery of a high-quality customer experience following the handover of new homes. This is a busy, customer-facing role responsible for coordinating remedial works, managing a high caseload, and acting as a key link between customers, contractors, and internal teams.
Key Responsibilities:
- Act as the main point of contact for customers, responding to calls and enquiries, and providing support and guidance throughout their warranty period
- Conduct customer welcome calls, ensuring a positive and informative introduction to aftercare services
- Coordinate remedial works by liaising with purchasers, contractors, and internal teams to ensure issues are resolved efficiently and within agreed timescales
- Manage customer cases end-to-end, ensuring remedial items are progressed, monitored, and closed in a timely manner
- Maintain accurate and up-to-date records on the customer CRM system
- Ensure customer complaints and complex queries are escalated appropriately and in line with internal procedures
- Maintain cost control, including processing invoices and contra-charge notifications
- Source specialist contractors where required and coordinate their attendance
- Circulate customer service questionnaires, collate responses, and accurately record results
- Carry out general administrative and coordination duties
- Work collaboratively with internal teams to support effective resolution of customer issues
About You:
- Highly organised and customer-focused individual
- Delivering an outstanding aftercare experience for customers once they have moved into their new homes.
- High-level written communication skills
Essential:
- Experience delivering excellent customer service in a fast-paced environment
- Strong coordination, administrative, and organisational skills, with the ability to prioritise a high workload
- High-level written communication skills
- Excellent interpersonal skills, with confidence handling challenging customer interactions
- Flexible approach to daily tasks and changing priorities
- Competent PC skills, including Microsoft Word, Excel, Outlook, and web-based systems
- Educated to GCSE (or equivalent) level in English
Desirable: Understanding of the housebuilding or construction process
INDFS
