Customer Care Coordinator – Homes & Contractor Liaison

Persimmon Homes; Devon and Torbay; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Life Cover

Contributory Pension

Health Care

Bonus

Employee Benefits Platform

Job summary

Persimmon Homes in Plymouth is seeking a Customer Care Coordinator to support homeowners, coordinate issue resolution, and act as the link between customers, contractors, and internal teams.

The role emphasizes empathy, strong communication, organisation, and the ability to manage the full customer journey while maintaining service standards and timely updates.

A driving licence is desirable, and the team benefits from a competitive salary and pension.

Qualifications

• Strong written and verbal communication skills, with the ability to build rapport and demonstrate empathy.
• Takes ownership of the full customer journey and is motivated to exceed satisfaction targets.
• Remains calm under pressure, with proactive problem-solving abilities.
• Highly organised, detail-oriented, and able to manage priorities in a fast-paced environment.
• IT literate, confident using Microsoft Word, Excel and Outlook, and comfortable learning new systems.
• COINS knowledge advantageous but not essential.

Responsibilities

• Act as the first point of contact for homeowners, managing queries across phone, email and customer portals.
• Take ownership of your portfolio, proactively communicating updates and diagnosing issues to ensure timely and effective resolutions.
• Log all customer interactions accurately in COINS and maintain clear records.
• Coordinate works by scheduling maintenance operatives and subcontractors' appointments and monitor progress through to completion while keeping customers informed throughout.
• Conduct courtesy calls to monitor satisfaction and deliver against agreed SLAs, aiming to exceed expectations.
• Build strong relationships with contractors and internal teams, liaising with specialists where required.
• Attend site visits when necessary to support customers and operational teams.
• Monitor activity against the Customer Care Timeline, ensuring compliance with the New Homes Quality Code and supporting continuous improvement, including HBF 5-star standards.
• Provide administrative support, including documentation, contra-charging and general office duties.

Skills

Communication

Customer service

Problem solving

Organization

MS Office

Team player

Driving licence

Tools

COINS

Job description

Persimmon Homes in Plymouth is seeking a Customer Care Coordinator to support homeowners, coordinate issue resolution, and act as the link between customers, contractors, and internal teams.

The role emphasizes empathy, strong communication, organisation, and the ability to manage the full customer journey while maintaining service standards and timely updates.

A driving licence is desirable, and the team benefits from a competitive salary and pension.