Customer Care Coordinator

Elvet Recruitment; Stamfordham; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Bonus scheme

Pension scheme

25 days annual leave

Job summary

Elvet Recruitment is delighted to be working with a leading UK housebuilder to recruit a Customer Care Coordinator to join their North East team.

This permanent role supports customers through the post-completion journey, handling enquiries, coordinating defect resolution, and liaising with subcontractors, site teams and internal departments to ensure a smooth, high‑quality service.

Qualifications

• Experience in Customer Care, Admin or Coordinator roles.
• Experience in housebuilding/construction is advantageous.
• Excellent communication and interpersonal skills.

Responsibilities

• Act as a key point of contact for customers during the warranty period.
• Respond to enquiries via telephone and email in a professional manner.
• Log, monitor and maintain records of issues, defects and plot information.
• Coordinate appointments between customers, subcontractors, site teams and operatives.
• Liaise with subcontractors to arrange remedial works and monitor progress.
• Support complaint handling and escalate where required.

Skills

Customer care

Administration

Coordination

Communication

MS Office

Job description

Are you an organised and customer-focused individual who enjoys helping people and ensuring issues are resolved efficiently?

Do you thrive in a fast-paced environment, enjoy building relationships, and have a passion for delivering exceptional customer service?

Elvet Recruitment is delighted to be working with a leading UK housebuilder to recruit a Customer Care Coordinator to join their North East team.

This is an excellent opportunity to join a successful and growing organisation where you will play a key role in supporting customers throughout their post-completion journey, ensuring a smooth and positive experience from the moment they move into their new home.

Working as part of the Customer Care team, you will be responsible for managing customer enquiries, coordinating defect resolution, and ensuring issues are handled efficiently while maintaining the high standards expected by the business and its customers.

The successful candidate will be highly organised, confident communicating with customers, subcontractors, and internal teams, and comfortable managing multiple priorities within a busy environment.

What You'll Be Doing:

• Acting as a key point of contact for customers during their warranty period, providing updates and ensuring issues are progressed effectively.


• Responding to customer enquiries via telephone and email in a professional and timely manner.


• Logging, monitoring, and maintaining accurate records of customer issues, defects, subcontractors, and plot information.


• Coordinating appointments between customers, subcontractors, site teams, and Customer Care Operatives to ensure defects are resolved efficiently.


• Liaising with subcontractors to arrange remedial works and monitor progress against agreed timescales.


• Supporting the Customer Care team with complaint handling, escalating issues where required and ensuring customers receive a high level of service.


• Carrying out courtesy calls, home visits, and development drop-in sessions to build strong customer relationships.


• Working closely with Site Teams, Sales Teams, and internal departments to ensure customer queries are resolved effectively.


• Monitoring subcontractor performance and highlighting any concerns to the Head of Customer Care.


• Updating internal systems and ensuring all customer care documentation remains accurate and compliant.


• Supporting team meetings, site closure meetings, and continuous improvement initiatives.

What We're Looking For:

• Previous experience working within a Customer Care, Customer Service, Administration, or Coordinator role.


• Experience within housebuilding, construction, property, or a similar fast-paced environment would be advantageous.


• Excellent communication and interpersonal skills, with the ability to build relationships with customers and stakeholders.


• Strong organisational skills with the ability to manage multiple tasks and deadlines.


• A proactive and solutions-focused approach to resolving issues.


• High attention to detail with strong administration skills.


• Ability to work independently as well as part of a wider team.


• Confident using Microsoft Office packages including Word, Excel, and Outlook.


• Full UK driving licence preferred due to travel requirements between developments and the divisional office.

What's In It For You?

• Competitive salary


• Annual bonus scheme


• Contributory pension scheme


• 25 days annual leave plus bank holidays


• Holiday purchase scheme


• Access to employee discounts and benefits portal


• ShareSave scheme


• Cycle to Work scheme


• Life assurance


• Excellent career development opportunities within a successful and growing housebuilder

This is a permanent opportunity, and Elvet Recruitment Limited is acting as an Employment Agency for permanent recruitment on behalf of our client.