Customer Care Coordinator

Persimmon; Poltimore; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Life Cover

Contributory Pension

Health Care

Employee Benefits Platform

Job summary

Persimmon Homes is seeking a Customer Care Coordinator to join its Plymouth team. You will be the vital link between homeowners, contractors, and internal teams, guiding cases from inquiry to resolution with empathy and professionalism.

The role requires strong communication, organisational skills and IT literacy as you manage maintenance scheduling, records in COINS, and regular updates to customers. A full driving license is desirable for site visits.

Qualifications

• Strong written and verbal communication skills.
• Ownership of the full customer journey and drive to exceed satisfaction targets.
• Calm under pressure with proactive problem-solving abilities.
• Highly organised and detail oriented with ability to manage priorities.
• IT literate and comfortable learning new systems (COINS knowledge advantageous).
• Full driving licence and access to a vehicle desirable for site visits.

Responsibilities

• Act as the first point of contact for homeowners across phone, email and portals.
• Take ownership of your portfolio and communicate updates for timely resolutions.
• Log customer interactions accurately in COINS and maintain records.
• Coordinate works by scheduling maintenance operatives and subcontractors.
• Attend site visits to support customers and operations when required.
• Monitor timelines and ensure compliance with quality standards.

Skills

Communication skills

IT literacy

Team player

Problem solving

Organisation

Driving licence

Tools

COINS

Microsoft Word

Microsoft Excel

Outlook

Job description

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 CoordinatorAct 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.JBRP1_UKTJ
Job DescriptionJob Title: Customer Care CoordinatorLocation: Plymouth, PL6 8EWLooking 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: 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 developmentWhat is the role?This is an