Customer Care Coordinator

Fawkes & Reece Group; Warrington; On-site; GBP 33,000 - 46,000; Full time

Job summary

Fawkes & Reece Group in Warrington is seeking an experienced Freelance Customer Care Coordinator to support aftercare in a busy residential housebuilding environment. You will act as the main contact for homeowners after legal completion, coordinating subcontractors and site teams to resolve defects and queries efficiently.

The role requires strong organisational skills, excellent communication, and the ability to work independently in a freelance capacity while maintaining high standards of

Qualifications

• Experience as a Customer Care Coordinator in housebuilding or construction.
• Strong communication and problem solving skills.
• Ability to manage multiple cases and prioritise workload.
• Experience liaising with subcontractors and site teams.
• Knowledge of NHBC warranty processes.

Responsibilities

• Act as the primary point of contact for homeowners regarding aftercare and defect issues.
• Log and manage customer queries using internal systems or spreadsheets.
• Coordinate and schedule subcontractors and site teams to carry out remedial works.
• Monitor and track defects to ensure they are completed within agreed timescales.
• Maintain clear communication with homeowners, providing updates on progress and resolutions.
• Liaise closely with site managers, construction teams, and suppliers to resolve issues effectively.
• Arrange and attend homeowner appointments where required.
• Maintain accurate records of all communications, works completed, and outstanding items.
• Ensure customer satisfaction is maintained while adhering to company policies and service standards.

Skills

Customer care coordination

Stakeholder communication

Subcontractor coordination

CRM systems

Microsoft Office

Tools

Coins

Aconex

Excel

Outlook

Word

Job description

Reference: Customer Care Coord_1791906414
Posted: October 13, 2026

Job Title: Customer Care Coordinator (Freelance) - Housebuilding
Location: Warrington
Contract Type: Freelance / Self-Employed
Industry: Residential Housebuilding / Construction

About the Role

We are seeking an experienced Customer Care Coordinator to support our customer service operations within a busy residential housebuilding environment. Working on a freelance basis, you will act as the key point of contact for homeowners after legal completion, ensuring that any defects, queries, or concerns are managed efficiently and professionally.

This role requires strong organisational skills, excellent communication, and experience coordinating subcontractors to resolve aftercare issues in new-build homes.

Key Responsibilities

Act as the primary point of contact for homeowners regarding aftercare and defect issues.

Log and manage customer queries using internal systems or spreadsheets.

Coordinate and schedule subcontractors and site teams to carry out remedial works.

Monitor and track defects to ensure they are completed within agreed timescales.

Maintain clear communication with homeowners, providing updates on progress and resolutions.

Liaise closely with site managers, construction teams, and suppliers to resolve issues effectively.

Arrange and attend homeowner appointments where required.

Maintain accurate records of all communications, works completed, and outstanding items.

Ensure customer satisfaction is maintained while adhering to company policies and service standards.

Requirements

Previous experience as a Customer Care Coordinator or Customer Service Coordinator within the housebuilding or construction industry.

Strong understanding of new-build defects and aftercare processes.

Excellent communication and problem-solving skills.

Ability to manage multiple cases and prioritise workload effectively.

Experience liaising with subcontractors and site teams.

Good working knowledge of Microsoft Office (Excel, Outlook, Word) and CRM systems.

Ability to work independently in a freelance capacity.

Experience working with major UK housebuilders.

Knowledge of NHBC warranty processes.

Experience with customer care systems used in construction (e.g., Coins, Aconex, or similar).