Customer Care Coordinator

Persimmon plc; Studley CP; Remote; GBP 21,000 - 26,000; Full time

Benefits offered by this job

5* housebuilder

Life Cover & Pension

Health Care

Bonus

Employee Benefits Platform

Job summary

Persimmon Homes in the UK is seeking a Customer Care Coordinator to lead the resolution of home care issues with speed, professionalism and empathy. You will be the link between customers, contractors and internal teams, ensuring every step of the journey runs smoothly and meets our high service standards.

The role requires proactive communication, accurate recording in COINS, coordinating works with maintenance operatives and subcontractors, and delivering against SLAs while maintaining the New

Qualifications

• Excellent communication skills, both written and verbal, with the ability to build rapport and show empathy.
• Ownership and responsibility for the full customer journey.
• Motivated to achieve and exceed customer satisfaction targets.
• Remains calm and focused in pressurised situations, using proactive problem-solving.
• Organised and able to manage time in a fast-paced environment.
• IT literate, competent in Word, Excel, and Outlook; COINS knowledge advantageous.
• Team player who collaborates across departments and contractor networks.

Responsibilities

• Be the first point of contact for homeowners via phone, email, portals and other channels with professionalism and empathy.
• Proactively communicate with homeowners, managing assigned portfolio and keeping customers informed.
• Diagnose customer issues and direct to the appropriate action in a timely manner.
• Accurately record all telephone calls, emails and interactions in COINS.
• Coordinate works with maintenance operatives and subcontractors, scheduling and monitoring progress to completion.
• Make outbound courtesy calls to check satisfaction levels.
• Build strong relationships with contractor networks and internal departments.
• Liaise with specialist teams when queries require additional expertise.
• Attend site visits to assist with queries and support operational teams.
• Deliver against SLAs and aim to exceed expectations.
• Monitor activities aligned to the Customer Care Timeline and New Homes Quality Code.
• Champion customer service excellence and drive performance towards stretch targets.
• Support administrative processes including documentation and contra-charging.

Skills

Excellent communication

Ownership mindset

Customer satisfaction focus

Calm under pressure

Organised

IT literacy (Word, Excel, Outlook)

Team player

Flexibility and resilience

Driving licence

Tools

COINS

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

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

• Be the first point of contact for homeowners, handling queries via phone, email, customer portals and other communication channels with professionalism and empathy.
• Proactively communicate with homeowners throughout their journey, taking ownership of your assigned portfolio and ensuring customers are kept fully informed.
• Diagnose customer issues and direct them to the appropriate course of action, in a timely manner.
• Accurately record all telephone calls, emails, and customer interactions in the COINS system.
• Coordinate works to maintenance operatives and subcontractors, scheduling appointments and monitoring progress through to completion while keeping customers up to date every step of the way.
• Make outbound courtesy calls to check satisfaction levels.
• Build strong working relationships with contractor networks and internal departments to ensure high-quality and timely resolutions.
• Liaise with specialist teams when queries require additional expertise or advice.
• Attend site visits when required to assist with customer queries, support operational teams, and ensure expectations are met.
• Deliver against agreed service level agreements (SLAs), consistently aiming to exceed expectations.
• Monitor key activities aligned to the Customer Care Timeline, ensuring compliance with the New Homes Quality Code and identifying areas for improvement.
• Champion a culture of customer service excellence, driving performance towards stretch targets and maintaining high satisfaction standards, including HBF 5-star benchmarks.
• Support administrative processes including documentation, contra-charging, and general office duties.

What experience do I need?

• Demonstrate excellent communication skills, both written and verbal, with theability to build rapport and show genuine empathy.
• Drives to take ownership and responsibility for the full customer journey.
• Be motivated to achieve and exceed customer satisfaction targets.
• Remain calm and focused in pressurised situations, using proactive problem-solving skills.
• Be organised, able to manage time effectively, and comfortable working in a fast-paced, urgent environment.
• IT literate, and competent in Microsoft Word, Excel, and Outlook with the confidence in learning new systems; knowledge of COINS is advantageous but not essential as training will be provided.
• High attention to detail when inputting customer information.
• Be a team player who collaborates well across departments and contractor networks.
• Show flexibility, resilience, and initiative in a varied role.
• Ideally hold a driving licence and have access to a vehicle to support site visits (desirable but not essential).