Customer Care Coordinator - Impactful Homeowner Support

Persimmon plc; Newcastle upon Tyne; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Life Cover & Contributory Pension

Health Care

Bonus

Employee Benefits Platform

Job summary

Persimmon Homes is seeking a Customer Care Coordinator to join our customer care team in Newcastle. You will be the vital link between homeowners, contractors and internal teams, coordinating issue resolution with speed, empathy and professionalism.

You’ll own your portfolio, communicate updates proactively, and ensure high service standards while logistically coordinating works and maintaining COINS records.

Qualifications

• Strong written and verbal communication skills with empathy.
• Ownership of the full customer journey and ability to exceed satisfaction targets.
• Highly organised, detail-oriented and able to manage priorities in a fast-paced environment.
• IT literate, comfortable with Word, Excel and Outlook; COINS knowledge advantageous.

Responsibilities

• Act as first point of contact for homeowners via phone, email and portals with professionalism and empathy.
• Take ownership of your portfolio, provide updates and diagnose issues for timely resolutions.
• Log all customer interactions accurately and maintain records in COINS.
• Coordinate maintenance and contractor appointments and monitor progress to completion.
• Conduct courtesy calls to monitor satisfaction and meet SLAs.
• Liaise with contractors and internal teams; attend site visits when needed.
• Support the team with admin tasks and documentation.

Skills

Communication skills

Empathy

Organised & detail-oriented

IT literacy (Word/Excel/Outlook)

COINS knowledge advantageous

Tools

COINS

Microsoft Word

Microsoft Excel

Outlook

Job description

Persimmon Homes is seeking a Customer Care Coordinator to join our customer care team in Newcastle. You will be the vital link between homeowners, contractors and internal teams, coordinating issue resolution with speed, empathy and professionalism.

You’ll own your portfolio, communicate updates proactively, and ensure high service standards while logistically coordinating works and maintaining COINS records.