Customer Care Coordinator

Persimmon; Roborough; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Life Cover

Contributory Pension

Health Care

Bonus

Employee Benefits Platform

Job summary

Persimmon Homes in Plymouth, PL6 8EW, is seeking a Customer Care Coordinator to join the team and ensure customers feel supported throughout the journey. You will coordinate resolutions, liaise with contractors, and maintain high service standards with empathy.

You will handle inquiries via phone, email and portals, log interactions, and schedule maintenance operatives while tracking progress and driving improvements. A full driving licence is desirable.

Qualifications

• Strong written and verbal communication with empathy.
• Takes ownership of the full customer journey and strives 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 with MS Word, Excel and Outlook; COINS knowledge advantageous.

Responsibilities

• Act as the first point of contact for homeowners, handling queries via phone, email and portals.
• Take ownership of your portfolio and proactively update customers.
• Log all interactions in COINS and maintain clear records.
• Coordinate works by scheduling maintenance operatives and subcontractors.
• Attend site visits to support customers and operations as needed.
• Monitor activity against SLAs and Customer Care Timeline for continuous improvement.
• Provide administrative support and assist with office duties.

Skills

Communication skills

Organisation

IT literacy

Team player

Problem-solving

Driving licence

Tools

COINS

Job description

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.TPBN1_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 salary5

• housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfactionLife Cover & Contributory PensionHealth CareBonusEmployee Benefits Platform - giving you access to high-street discounts, wellbeing support, and moreCommitted to diversity, inclusion, and empowering your developmentWhat is the role?This is an exciting