Customer Care Coordinator

Fawkes & Reece Group; England; In loco; GBP 26.000 - 38.000; Tempo pieno

Vantaggi offerti da questo lavoro

Life cover

Generous pension scheme

Healthcare

Annual bonus

25 days leave + bank holidays

Employee benefits

Descrizione del lavoro

Fawkes & Reece Group, a leading house builder, seeks a Customer Care Coordinator to oversee the two-year warranty period on new build properties. You will be the vital link between customers, contractors, and internal teams, ensuring timely, professional resolutions while upholding high service standards.

Responsibilities include handling queries, coordinating maintenance, logging interactions in COINS, and monitoring the Customer Care Timeline to exceed SLAs and HBF standards.

Competenze

• Strong written and verbal communication skills; ability to build rapport and empathy.
• Takes ownership of the full customer journey; aims to exceed satisfaction targets.
• Remains calm under pressure with proactive problem-solving abilities.
• Highly organised and detail-oriented; able to manage priorities in a fast-paced environment.
• IT literate; comfortable learning new systems; COINS knowledge advantageous but not essential.

Mansioni

• Act as the first point of contact for homeowners across phone, email and portals with professionalism.
• Own your portfolio; proactively communicating updates and diagnosing issues for timely resolutions.
• Log all customer interactions accurately in COINS and maintain records.
• Coordinate works by scheduling maintenance operatives and subcontractors; monitor progress to completion; keep customers informed.
• Conduct courtesy calls to monitor satisfaction and meet SLAs.
• Build strong relationships with contractors and internal teams; liaise with specialists as required.
• Attend site visits when necessary to support customers and operations.
• Monitor activity against the Customer Care Timeline and support continuous improvement including quality standards.
• Provide administrative support including documentation, contra-charging and general office duties.

Conoscenze

Communication

Empathy

Organised

Problem-solving

IT literacy

COINS knowledge

Team player

Driving licence

Strumenti

COINS

Microsoft Word

Microsoft Excel

Outlook

Descrizione del lavoro

Reference: CCC/WA_1793977866
Posted: November 6, 2026

Customer Care Coordinator required to join a leading house builder to oversee the 2 years warranty period on new build properties.

The company build quality homes and offer a wide range of property types includes three, four and five bed detached properties; two and three bed terraced and semidetached houses, bungalows and apartments across UK.

Customer Care Coordinator role

You will play a leading role in ensuring that our customers feel genuinely supported and cared for - coordinating the resolution of issues in their homes with speed, professionalism, and empathy. You will be the vital link between our customers, contractors, and internal teams, making sure that every step of the journey runs smoothly and meets our high service standards.

Responsibilities

• Act as the first point of contact for homeowners, managing queries across phone, email and customer portals with professionalism and empathy.
• Take ownership of your portfolio, proactively communicating updates and diagnosing issues to ensure timely and effective resolutions.
• Log all customer interactions accurately in COINS and maintain clear records.
• Coordinate works by scheduling maintenance operatives and subcontractors' appointments and monitor progress through to completion while keeping customers informed throughout.
• Conduct courtesy calls to monitor satisfaction and deliver against agreed SLAs, aiming to exceed expectations.
• Build strong relationships with contractors and internal teams, liaising with specialists where required.
• Attend site visits when necessary to support customers and operational teams.
• Monitor activity against the Customer Care Timeline, ensuring compliance with the New Homes Quality Code and supporting continuous improvement, including HBF 5-star standards.
• Provide administrative support, including documentation, contra-charging and general office duties.

Experience Required

• Strong written and verbal communication skills, with the ability to build rapport and demonstrate empathy.
• Takes ownership of the full customer journey and is motivated to exceed satisfaction targets.
• Remains calm under pressure, with proactive problem-solving abilities.
• Highly organised, detail-oriented, and able to manage priorities in a fast-paced environment.
• IT literate, confident using Microsoft Word, Excel and Outlook, and comfortable learning new systems (COINS knowledge advantageous but not essential).
• A collaborative team player with resilience, flexibility and initiative.
• Full driving licence and access to a vehicle desirable for site visits.

What's on offer?

The company are offering a competitive salary, life cover, generous company pension scheme, healthcare, annual company bonus, 25 days leave + bank holidays and additional employee benefits.