Customer Service Coordinator

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.

• Acting as a key point of contact for customers, responding to calls and enquiries relating to allocated developments
• Coordinating remedial works by liaising with purchasers, contractors and suppliers to ensure issues are resolved efficiently and within agreed timescales
• Managing customer cases end‑to‑end, ensuring remedial items are progressed, monitored and closed in a timely manner
• Maintaining accurate and up‑to‑date records on the customer CRM system
• Coordinating works identified at Demonstration, Inspection and Handover Meetings, ensuring completion within two weeks where required
• Preparing and issuing correspondence arising from inspections, handovers and customer interactions
• Ensuring customer complaints and complex queries are escalated appropriately and in line with internal procedures
• Maintaining cost control, including processing expenses, purchase orders, invoices and contra‑charge notifications
• Sourcing specialist contractors where required and coordinating their attendance
• Circulating Customer Service Questionnaires, collating responses and accurately recording results
• Providing information and data for the six‑monthly Customer Service Report
• Carrying out general administrative and coordination duties, including filing, typing and managing internal and external post
• Working collaboratively with internal teams to support effective resolution of customer issues
• Maximising opportunities to encourage customer participation in Trustpilot reviews where appropriate