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