Customer Care Coordinator: Drive Safer, Warmer Homes

SNG (Sovereign Network Group); Basingstoke; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Pension up to 12% matched

Life cover 4x salary

Private medical insurance

Dental insurance

Critical illness cover

Wellbeing discounts

Gym membership

24/7 virtual GP

Job summary

Sovereign Network Group is seeking a Customer Care Coordinator to join the Retrofit Delivery team, delivering a great customer experience across retrofit works and low-carbon technologies.

As the first point of contact, you will triage calls and emails, arrange appointments, coordinate contractor visits, and work with technical teams to resolve issues.

This role offers strong benefits and the chance to contribute to warmer, safer, energy-efficient homes.

Qualifications

• Experience in customer care, contact centres, repairs, housing, construction, aftercare, or retrofit environments.
• Strong communication and problem-solving skills.
• Ability to manage customer issues through to resolution.
• Confidence using digital platforms, CRM, and case management systems.
• Excellent organisation and attention to detail.

Responsibilities

• Act as the first point of contact for retrofit customer enquiries and complaints.
• Conduct initial triage and video diagnostics to identify issues and determine next steps.
• Manage customer cases, ensuring accurate records and timely updates.
• Coordinate appointments, contractor visits, and follow-up actions.
• Work closely with contractors, Resident Liaison Officers, and technical teams to resolve issues.
• Support complaint handling and help identify opportunities to improve the customer experience.

Skills

Customer care

Communication

Problem solving

CRM software

Organisation

Tools

Case management systems

Job description

Sovereign Network Group is seeking a Customer Care Coordinator to join the Retrofit Delivery team, delivering a great customer experience across retrofit works and low-carbon technologies.

As the first point of contact, you will triage calls and emails, arrange appointments, coordinate contractor visits, and work with technical teams to resolve issues.

This role offers strong benefits and the chance to contribute to warmer, safer, energy-efficient homes.