Customer Care Coordinator

Fawkes & Reece; Warrington; On-site; GBP 33,000 - 48,000; Full time

Job summary

Fawkes & Reece are seeking an experienced Customer Care Coordinator to support our residential housebuilding operations in Warrington on a freelance/self-employed basis.

You will act as the main point of contact for homeowners after completion, coordinating defects, queries, and remedial works with site teams and subcontractors, while maintaining detailed records.

Strong organisation, communication, and knowledge of NHBC processes preferred; ability to work independently and manage multiple cases.

Qualifications

• 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.

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

Communication

Organisation

Problem solving

Subcontractor coordination

CRM systems

Microsoft Excel

Independent freelance work

Time management

Site liaison

Tools

Coins

Aconex

CRM software

Job description

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.

Desirable 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).