Customer Care & Operations Coordinator

Persimmon plc; Plymouth; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Health Care

Bonus

Life Cover

Contributory Pension

Employee Benefits Platform

Job summary

Persimmon Homes is seeking a Customer Care Coordinator in Plymouth to join the customer care team. You will be the vital link between homeowners, contractors and internal teams to ensure smooth service delivery and resolutions with empathy.

You’ll manage inquiries across phone, email and portals, log interactions in COINS, and coordinate maintenance visits while upholding high service standards. A full driving licence is desirable.

Qualifications

• Strong written and verbal communication skills.
• 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.

Responsibilities

• Act as the first point of contact for homeowners, managing queries across phone, email and customer portals with professionalism and empathy.
• 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 skills

Empathy

Organised & detail-oriented

Problem-solving

MS Office

COINS knowledge (advantageous)

Tools

COINS

MS Word/Excel/Outlook

Job description

Persimmon Homes is seeking a Customer Care Coordinator in Plymouth to join the customer care team. You will be the vital link between homeowners, contractors and internal teams to ensure smooth service delivery and resolutions with empathy.

You’ll manage inquiries across phone, email and portals, log interactions in COINS, and coordinate maintenance visits while upholding high service standards. A full driving licence is desirable.