Customer Care Coordinator

Location: London (Kings Cross) Salary: £35k + 5% bonus Contract: Full-time, Monday-Friday (Hybrid - 2 days office, 3 days home)

• Join an award-winning housing developer committed to creating communities where everyone thrives
• Hybrid working arrangement with excellent work-life balance (2 days office, 3 days remote)
• Comprehensive benefits package including 35 days holiday and 5% annual bonus scheme

An established housing developer is seeking a Customer Service Coordinator to join their dedicated aftercare team. This organisation is known for building homes and communities where everyone can thrive, with a focus on social value and creating a positive impact.

As the Customer Service Coordinator, you'll be the vital link between homeowners and the organisation, ensuring exceptional customer experiences throughout their journey. You'll provide personalised support via multiple channels, including phone, email and web chat, resolving queries and coordinating solutions to build lasting relationships with residents. This role offers genuine career progression within a people-focused organisation that values its team members as much as its customers.

• Serve as the primary point of contact for all customer enquiries, providing exceptional service across multiple communication channels
• Coordinate with internal teams and external contractors to resolve property defects and maintenance issues
• Manage and track customer requests using dedicated systems, ensuring timely resolution
• Conduct site visits to new developments when required to assess and document customer concerns
• Escalate complex issues appropriately whilst maintaining positive customer relationships
• Communicate effectively with customers throughout the resolution process
• Identify trends in customer feedback to help improve service delivery
• Maintain accurate records of all customer interactions and resolutions

• Previous experience in customer service, ideally within housing, construction or property sectors
• Strong understanding of new build or construction industry, particularly relating to aftercare or warranty defects
• Experience with defect logging systems and contractor liaison
• Excellent communication skills, both written and verbal
• Ability to build rapport with customers from diverse backgrounds
• Strong problem-solving abilities and attention to detail
• Proficiency with customer relationship management systems
• Driving licence and access to own vehicle preferred (for site visits)

• Competitive salary with annual reviews
• Generous pension scheme with matched contributions up to 7%
• 35 days holiday (including bank holidays) with buy/sell options
• Annual bonus scheme at 5%
• Ongoing training and development opportunities
• Employee discounts and exclusive offers from retailers and entertainment venues
• Supportive and inclusive working environment

We are an equal opportunities recruiter, valuing diversity and inclusion and welcoming applications from all suitably qualified individuals, regardless of background.

Looking for a role where you can make a real difference to people's homes and lives? Apply today to join a community-focused organisation that truly cares about both customers and employees.