Coordinator - Retrofit Delivery Customer Care

Sovereign Network Group; Basingstoke; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

25 Days Holiday + Bank Holidays

Holiday buy/sell

Wellbeing days

Pension up to 12%

Life cover 4x salary

Private medical insurance

Dental insurance

Critical illness cover

Wellbeing discounts (gym)

Volunteer days

Job summary

Sovereign Network Group is seeking a Customer Care Coordinator to join the Retrofit Delivery team in the UK, delivering an excellent customer experience across our retrofit programme and ensuring timely updates to customers.

You will act as the first point of contact for enquiries and complaints, perform initial triage, coordinate contractor visits and appointments, and collaborate with contractors, Resident Liaison Officers and technical teams to resolve issues and drive service improvements.

Qualifications

• Experience in customer care, contact centres, repairs, housing, or retrofit environments.
• Strong communication and problem-solving skills.
• Ability to manage customer issues through to resolution.
• Confidence using digital platforms, CRM, and case management systems.
• Excellent organisation and attention to detail.

Responsibilities

• Act as the first point of contact for retrofit customer enquiries and complaints.
• Conduct initial triage and video diagnostics to identify issues and determine next steps.
• Manage customer cases, ensuring accurate records and timely updates.
• Coordinate appointments, contractor visits, and follow-up actions.
• Work closely with contractors, Resident Liaison Officers, and technical teams to resolve issues.
• Support complaint handling and help identify opportunities to improve the customer experience.

Skills

Communication

Problem-solving

Organisation

CRM systems

Digital platforms

Tools

CRM software

Case management systems

Job description

Salary: £25,936.00 - £30,000.00 Per year

We're looking for a Customer Care Coordinator to join our Retrofit Delivery team and help deliver an excellent customer experience throughout our retrofit programme.

What you'll do:

• Act as the first point of contact for retrofit customer enquiries and complaints.
• Conduct initial triage and video diagnostics to identify issues and determine next steps.
• Manage customer cases, ensuring accurate records and timely updates.
• Coordinate appointments, contractor visits, and follow-up actions.
• Work closely with contractors, Resident Liaison Officers, and technical teams to resolve issues.
• Support complaint handling and help identify opportunities to improve the customer experience.

What we're looking for:

• Experience in customer care, contact centres, repairs, housing, construction, aftercare, or retrofit environments.
• Strong communication and problem-solving skills.
• Ability to manage customer issues through to resolution.
• Confidence using digital platforms, CRM, and case management systems.
• Excellent organisation and attention to detail.

Desirable:

• Experience in social housing, retrofit delivery, renewable technologies, repairs diagnostics, or defects management.

This is a fantastic opportunity to play a key role in supporting customers while contributing to the delivery of warmer, safer, and more energy-efficient homes.

We have some great benefits at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/paternity/adoption pay
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.