Customer Care Coordinator

Fawkes & Reece London; Warrington; In loco; GBP 28.000 - 55.000; Tempo pieno

Descrizione del lavoro

Fawkes & Reece London is seeking an experienced Freelance Customer Care Coordinator for a busy residential housebuilding environment in Warrington. You will be the key contact for homeowners after legal completion, handling defects, queries and aftercare issues with professionalism and care.

You will log queries, coordinate subcontractors, and track progress against timescales, while maintaining clear communication with homeowners and site teams.

Competenze

• Experience as a Customer Care/Service Coordinator in housebuilding or construction.
• Strong understanding of new-build defects and aftercare processes.
• Excellent communication and problem-solving skills.
• Ability to manage multiple cases and prioritise workload.
• Experience liaising with subcontractors and site teams.
• Proficient in Microsoft Office (Excel, Outlook, Word) and CRM systems.
• Able to work independently on a freelance basis.

Mansioni

• 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.

Conoscenze

Customer Service

Coordination

Communication

Organisational skills

Problem solving

CRM systems

MS Office

Independent work

Strumenti

Coins

Aconex

CRM systems

Microsoft Office

Descrizione del lavoro

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).