Customer Care Coordinator

The Guinness Partnership; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading housing association is seeking a Customer Care Coordinator to join their team on a 6-month fixed-term contract. This field-based role in Greater London focuses on delivering high-quality service post-purchase. Responsibilities include conducting inspections, managing customer interactions, and resolving complaints effectively. The successful applicant will have proven experience in customer service, an understanding of housing construction, and effective communication skills. Excellent attention to detail and the ability to work under pressure are essential. Travel to various sites will be necessary.

Qualifications

• Proven experience in providing great proactive customer service.
• Ability to communicate, influence and negotiate effectively.
• Experience in dealing with complaints and customer feedback.

Responsibilities

• Ensure customers receive high-level support post-purchase.
• Log and track defects and complaints.
• Conduct full inspections one month before completion.

Skills

Proactive customer service

Technical understanding of housing construction

Effective communication

Attention to detail

Ability to work under pressure

Complaint handling

Social housing legislation knowledge

Health & Safety awareness

Microsoft Office proficiency

Job description

Job Description

Driven by the continued growth and success of our business we are looking for dedicated, customer-focused individuals to join our team and contribute to the exceptional service we deliver to our customers.

Our aftercare positions offer an excellent opportunity to be part of a dynamic, forward-thinking department. You will play a pivotal role in ensuring that our customers receive the highest level of support post-purchase, helping to enhance their experience and reinforce their loyalty to our brand.

About the role

We have a new opportunity for a Customer Care Coordinator to join our team in London, on a 6 month fixed term contract.

In this role, you will provide a customer-focused service, ensuring continuous engagement and smooth handovers at practical completion to achieve a 5-star service. This includes delivering home welcome demonstrations for new customers, logging CRM call backs within agreed SLAs, and regularly inspecting stock plots, including conducting full MOTs one month before legal completion.

You will be responsible for logging, monitoring, and tracking defects and complaints, recording relevant information on appropriate systems. You will also work with the Development Team to provide input for the Home User Guide for designated sites, attend site progress meetings and Practical Completion inspections, and complete RTMI inspections up to five days prior to the practical completion handover of every plot.

Additionally, you will attend End of Defect Inspections as arranged by the Aftercare Advisor.

Your role will also ensure that customer safety, vulnerability, and diversity are considered in all planned and delivered works, to support a positive customer experience.

You will liaise with site teams and external customer care to ensure remedial works are completed within timescales, and work with resident groups and lead consultation work streams as required.

You will also be able to demonstrate:

• Proven experience of providing great proactive customer service.
• Technical understanding of housing construction
• The ability to work with customer groups, panels, or other agencies to develop best practice ideally within a Residential Social Landlord.
• Able to communicate, influence and negotiate effectively with internal and external stakeholders.
• Excellent attention to detail and accurate recording for audit purposes.
• Ability to work under pressure and deadlines.
• Experience of dealing effectively with complaints and customer feedback as part of a team.
• Understanding of social housing legislation and tenancy management.
• Awareness of Health & Safety legislation and policy.
• Excellent oral and written communications.
• Good knowledge of Microsoft Office.

Please note:

this is a field based role which will require regular travel to our schemes within London.

If you are interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.