Customer Care Coordinator — Build Homes, Elevate Experience

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

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