Senior Customer Care Coordinator Housebuilding

Site Angels is delighted to be supporting a leading national housebuilder in the recruitment of a Senior Customer Care Coordinator to join their established team based in Livingston.

This is an excellent opportunity for an experienced Customer Care Coordinator from a housebuilding background who is ready to take the next step in their career and play a key role supporting both customers and the wider Customer Care team.

The Role

Reporting directly to the Head of Customer Care, you will play a pivotal role in delivering an exceptional customer experience throughout the post-completion journey. You will act as a senior point of contact for customer escalations, support the wider team with workload management and contribute towards departmental performance and continuous improvement initiatives.

Key Responsibilities

* Manage customer queries and defects through to successful resolution

* Support the Customer Care team with workload planning and prioritisation

* Act as deputy to the Head of Customer Care when required

* Handle escalated complaints and complex customer issues

* Coordinate remedial works with subcontractors and internal teams

* Monitor NHBC claims and customer satisfaction performance

* Manage purchase orders, material costs and contra charges

* Produce reports and maintain accurate departmental records

* Attend site meetings and contribute to customer care strategy

* Champion excellent customer service in line with their Customer Charter

What We’re Looking For

* Previous Customer Care Coordinator experience within a housebuilding environment is essential

* Experience managing customer defects and aftercare processes

* Strong communication and relationship-building skills

* Excellent organisational and administration abilities

* Ability to prioritise workloads in a fast-paced environment

* Proficient in Microsoft Office applications

* A proactive and customer-focused approach

What’s On Offer?

* Salary from £29,000 to £35,000 depending on experience

* Annual bonus scheme

* 25 days holiday plus bank holidays

* Holiday purchase scheme

* Contributory pension

* Life assurance

* Cycle to Work Scheme

* Employee discounts and benefits portal

* Career development opportunities within a leading UK housebuilder

If you have previous housebuilding customer care experience and are looking for your next challenge, we’d love to hear from you
Only candidates based in UK and eligible to work in UK are allowed