Customer Care Adminstrator

Fawkes and Reece; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading housing developer is seeking a Customer Care Administrator to join their team in the UK. This role focuses on delivering exceptional customer service to homeowners during their defect and warranty period. You will maintain customer records, coordinate remediation efforts, and ensure effective communication among all parties involved. The ideal candidate will have experience in Customer Care or Customer Service within the housing sector and demonstrate strong organizational skills. Competitive salary package and dynamic work environment offered.

Qualifications

• Experience in Customer Care or Customer Service in housebuilding or social housing.
• Ability to maintain high levels of customer satisfaction.
• Strong organisational and time-management skills.

Responsibilities

• Maintain and update plot files and customer records.
• Coordinate remedial works and liaise with contractors.
• Log communication and respond within agreed timescales.

Skills

Customer satisfaction

Organisational skills

Time-management skills

Proactive approach

IT skills

Job description

Reference: MDAV-6575432_1765187156
Posted: December 8, 2025

I'm currently supporting a leading housing developer seeking a Customer Care Administrator to join their busy Customer Care team over Christmas and the New year. You will play an essential role in delivering exceptional customer service to homeowners throughout their defect and warranty period.

Working closely with the Customer Care Manager, you will provide a professional, customer-focused service, handling enquiries by telephone and email, coordinating remedial works, and liaising with contractors to ensure all issues are resolved efficiently and to a high standard.

Key Duties and Responsibilities

• Maintain and update plot files and customer records
• Ensure all relevant parties (homeowners, Customer Care Manager, subcontractors) are kept informed of scheduled works and progress
• Log all communication and respond within agreed departmental timescales
• Issue instructions to subcontractors and monitor their progress
• Follow up on outstanding remedial works and take appropriate action to ensure completion within required timescales
• Record dates of customer visits and all defects identified
• Make all necessary calls relating to the customer journey
• Keep internal systems and databases accurate and up to date
• Carry out general administrative tasks to support the Customer Care team
• Assist the Director of Customer Services with the management of larger-scale works
• Work closely with Housing Associations and Employers' Agents regarding end-of-year defects
• Produce regular reports on outstanding defects
• Build and maintain strong working relationships with Operatives

Key Skills and Experience Required

• Previous experience within a Customer Care or Customer Service role in the housebuilding or social housing sector
• Proven ability to achieve and maintain high levels of customer satisfaction
• Strong organisational and time-management skills, with the ability to prioritise effectively in a fast-paced environment
• Good understanding of NHBC and other warranty provider requirements
• Proactive approach, with the ability to work independently as well as part of a team
• Competent IT skills, including experience using bespoke software systems

If you are interested in this position, please apply below or contact Max Davies at the Fawkes & Reece London Office.