Customer Care Coordinator

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

Job summary

Fawkes & Reece London is seeking a Customer Care Coordinator in Alderley Edge to support aftercare services for homeowners across North West developments. This is a busy, office-based role requiring strong organisation and customer focus.

You will handle homeowner queries, coordinate maintenance works, raise work orders, liaise with site teams and subcontractors, and provide admin support to the Construction Director. Salary £30k-£32k, 9am-5.30pm, on-site.

Qualifications

• Experience in a customer care role.
• Proficiency with MS Office and strong written English.
• Ability to generate professional correspondence unaided.
• Strong time management and ability to manage multiple priorities.
• Ability to multi-task and work under pressure.
• Team player with a professional, pleasant manner.
• Excellent telephone skills.

Responsibilities

• Act as a key point of contact for homeowners, handling enquiries professionally and efficiently.
• Record, track and coordinate customer defects and aftercare 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

Customer care

Professional communication

Written English

Time management

Multi-tasking

Teamwork

Telephone skills

Attention to detail

Tools

MS Office

Job description

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)