Customer Care Coordinator

Encon Staffing Associates Ltd; Peterborough; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

5* housebuilder - Be part of a company

Life Cover & Contributory Pension

Health Care

Bonus

Employee Benefits Platform

Diversity & development commitment

Job summary

Encon Staffing Associates Ltd in Peterborough is seeking a Customer Care Coordinator to join our growing housebuilder client. You will be the first point of contact for homeowners, coordinate issue resolution, and uphold high service standards.

You will work with contractors and internal teams, log interactions, schedule maintenance, and provide regular updates with empathy and professionalism to ensure a smooth customer journey.

Qualifications

• Clear written and verbal communication with customers.
• Ownership of the full customer journey and targets.
• Calm and proactive problem solving under pressure.
• Highly organised, with strong attention to detail.
• Proficient in Microsoft Word, Excel and Outlook; quick to learn new systems.

Responsibilities

• Act as first point of contact for homeowners via phone, email, and portals with professionalism.
• Own portfolio updates, diagnose issues, and drive timely resolutions.
• Log all interactions accurately in COINS and keep records up to date.
• Schedule maintenance operatives and subcontractors; monitor progress to completion.
• Conduct courtesy calls to monitor satisfaction and meet SLAs.
• Build relationships with contractors and internal teams; liaise with specialists as needed.
• Attend site visits to support customers and operations teams.
• Monitor the Customer Care Timeline and uphold quality standards including 5-star targets.
• Provide admin support and office duties as required.

Skills

Communication

Ownership

Problem-solving

Organisation

IT literacy

Team player

Driving licence

Tools

COINS

Job description

Job Title: Customer Care Coordinator

Location: Peterborough

Looking for a career where your ambition meets real opportunity?

Join this fantastic housebuilder as a Customer Care Coordinator and step into a role where your success is celebrated, your growth supported, and your work truly matters.

Why Work Here?

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

They don't just build homes — they build careers. When you join us as Customer Care Coordinator, you'll benefit from:

• Competitive salary
• 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?

• 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