Customer Care Coordinator

Persimmon plc; Newcastle upon Tyne; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Life Cover

Pension

Health Care

Bonus

Benefits Platform

Diversity & Inclusion

Job summary

Persimmon Homes in the United Kingdom is seeking a Customer Care Coordinator to join our customer care team. You will act as the vital link between homeowners, contractors and internal teams, ensuring that every step of the journey meets our high service standards.

You will own your portfolio, coordinate maintenance scheduling, log interactions in COINS, monitor progress and perform courtesy calls to exceed satisfaction targets while adhering to regulatory deadlines.

Qualifications

• Excellent written and verbal communication skills; ability to build rapport and manage sensitive customer interactions.
• Proven experience handling, containing, and de-escalating customer complaints to achieve positive outcomes.
• Experience with complaints management in a regulated environment such as construction or housing standards.
• Strong case management skills with the ability to prioritise workloads and meet deadlines.
• Calm and resilient under pressure with strong problem-solving and decision-making abilities.

Responsibilities

• Act as the first point of contact for homeowners across phone, email and portals with professionalism and empathy.
• Take ownership of your portfolio, proactively communicating updates and diagnosing issues for timely resolutions.
• Log all customer interactions in COINS and maintain clear records.
• Coordinate works by scheduling maintenance operatives and subcontractors’ appointments and monitor progress to completion.
• Conduct courtesy calls to monitor satisfaction and deliver against SLAs.
• Build relationships with contractors and internal teams, liaising with specialists as required.
• Attend site visits to support customers and operational teams.
• Monitor activity against the Customer Care Timeline and support continuous improvement.
• Provide administrative support, including documentation and general office duties.

Skills

Communication

Complaints handling

Case management

Regulatory deadlines

De-escalation

Organization

COINS

Microsoft Office

Tools

COINS

Microsoft Office

Job description

Join Persimmon Homes as Customer Care Coordinator

Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as Customer Care Coordinator and step into a role where your success is celebrated, your growth supported, and your work truly matters.

Why Persimmon Homes?

We’re one of the UK’s largest and most established housebuilders — FTSE 100 listed, with 29 regional offices and thousands of quality homes built every year.

At Persimmon, we don’t just build homes — we build careers. When you join us as Customer Care Coordinator, you’ll benefit from:

• 5* housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
• Life Cover & Contributory Pension
• Health Care
• Bonus
• Employee Benefits Platform – giving you access to high-street discounts, wellbeing support, and more
• Committed to diversity, inclusion, and empowering your development

What is the role?

This is an exciting opportunity to join the customer care team as a Customer Care Coordinator. 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.

What you’ll do as Customer Care Coordinator

• 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.

What experience do I need?

• Excellent written and verbal communication skills, with the ability to build rapport and manage sensitive customer interactions.
• Proven experience handling, containing, and de-escalating customer complaints to achieve positive outcomes.
• Previous complaints management and resolution experience, ideally within a regulated environment such as the New Homes Quality Code.
• Strong case management skills, with the ability to prioritise workloads and meet strict Ombudsman and regulatory deadlines.
• Confident reviewing complex complaint cases and presenting resolution recommendations to senior stakeholders.
• Customer-focused, taking ownership of complaints from receipt through to resolution while striving to exceed satisfaction targets.
• Calm and resilient under pressure, with strong problem-solving and decision-making abilities.
• Highly organised and detail-oriented, able to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office applications and comfortable learning new systems (COINS experience advantageous).
• Collaborative team player with flexibility, initiative, and a commitment to delivering fair customer outcomes.
• Full driving licence and access to a vehicle desirable for site visits.