Customer Care Coordinator

Fawkes and Reece; Alderley Edge; On-site; GBP 30,000 - 32,000; Full time

Job summary

Fawkes and Reece seeks a Customer Care Coordinator in Alderley Edge to support aftercare for homeowners across developments in the North West. You will manage inquiries, coordinate defects and appointments, and work closely with site teams to ensure timely resolutions.

The role is office-based (9am–5.30pm) with a competitive salary in the £30k–£32k range. You will report to the Customer Care Manager and contribute to high-quality customer service throughout the project lifecycle.

Qualifications

• Experience in a customer care role.
• Proficiency with MS Office and strong written English.
• Ability to draft professional correspondence.

Responsibilities

• Handle homeowner enquiries by phone and email.
• Record and coordinate defects and aftercare to completion.
• Arrange appointments and inspections; liaise with site teams and subcontractors.
• Raise work and purchase orders; assist with materials for remedial works.
• Maintain property records and track issues; monitor customer satisfaction.

Skills

Customer care experience

Written English

Time management

Multitasking

Team player

Telephone skills

Tools

MS Office

Job description

Reference: SSCCCAE_1789380535
Posted: September 14, 2026

Customer Care Coordinator - Alderley Edge

We are currently recruiting for a Customer Services Coordinator to join a busy residential construction business, supporting the delivery of an excellent aftercare service to homeowners across developments throughout the North West.

This is a varied and hands-on role, ideal for someone who is highly organised, customer-focused and confident coordinating multiple tasks and stakeholders. You will be responsible for managing homeowner queries, arranging aftercare and maintenance works, tracking defects and supporting the wider construction team to ensure issues are dealt with efficiently and professionally.

Reporting to the Customer Care Manager you will support them with administrative duties for the Customer Care team. Duties and responsibilities include:

• Act as a key point of contact for homeowners, handling telephone and email enquiries professionally and efficiently
• Record, track and coordinate customer defects and aftercare requirements through to completion
• Arrange and diary homeowner appointments, including post-completion inspections and follow-up visits
• Liaise closely with site teams, maintenance operatives and subcontractors to ensure works are scheduled and completed within agreed timescales
• Raise work orders and purchase orders and assist with the coordination of materials required for remedial works
• Maintain accurate records relating to individual properties and customer issues
• Monitor customer satisfaction and ensure outstanding issues are followed up and resolved
• Support regular customer service meetings by preparing reports, updates and meeting notes
• Assist with the administration of maintenance teams, including holidays, sickness, timesheets and payroll information
• Provide general administrative and organisational support to the Construction Director across customer care and site-related matters
• Help ensure appropriate health & safety, PPE and maintenance records are kept up to date
• Assist with wider administrative tasks and projects as required

Skills and experience required:

• Experience of working in a customer care role
• Intermediate to advanced level of proficiency with MS Office programs and a good standard of written English
• Ability to generate professional correspondence unaided
• Self-disciplined individual, with demonstrably good time management skills and the ability to manage a number of priorities
• Ability to multi-task, and work efficiently and accurately under pressure
• Team players who are supportive of colleagues
• Professional and pleasant manner in dealing with internal and external customers
• Excellent telephone skills

The company are offering a competitive salary (£30k- £32k). Please note this role is an office based role (9am - 5.30pm).