Customer Journey Coordinator

Blue Octopus Recruitment Limited; Barnstaple; On-site; GBP 40,000 - 60,000; Full time

Job summary

A community-focused housing organization in Barnstaple is seeking a Customer Journey Coordinator to enhance customer support throughout planned works. The role involves advocating for customers, ensuring clear communication with stakeholders, and driving service improvements. Ideal candidates should possess 5 GCSEs or equivalents and have experience in customer relations. Various benefits include 27 days holiday, a 7% pension contribution, and health support. Applications include CV and a supporting statement, with a closing date of December 24, 2025.

Benefits

27 days holiday plus bank holidays

7% Employer contribution Pension

Cash Plan of up to £1600 per year

Employee Assistance Programme (EAP)

Health & Wellbeing Support

Family Friendly Policies

Cycle to Work Scheme

Tech Scheme

Refer a Friend Scheme

Qualifications

• Minimum 5 GCSEs at grade C or above or equivalent required.
• Experience in customer-facing roles, preferably in housing or maintenance.
• Strong verbal and written communication skills required.

Responsibilities

• Act as the main point of contact for customers.
• Provide support and advice to customers during planned works.
• Liaise between customers and maintenance teams.

Skills

Customer service

Communication

IT proficiency

Problem-solving

Education

5 GCSEs at grade C or above (or equivalent)

Tools

Word

Excel

Outlook

Academy

ROCC

Keystone

Job description

About Us

Are you passionate about delivering outstanding customer service and supporting communities? Join North Devon Homes as our new Customer Journey Coordinator!

About the Role

As the Customer Journey Coordinator, you’ll be the main point of contact for customers affected by planned works. You’ll provide support, advice, and guidance, ensuring every customer receives the highest level of service before, during, and after works. You’ll champion the customer journey, liaise between customers and maintenance teams, and gather insights to drive service improvements.

Key Responsibilities

• Support customers through planned improvements, acting as their advocate.
• Communicate clearly with all stakeholders, ensuring contractors understand customer needs.
• Coordinate and support the planned maintenance programme, ensuring robust administration and communication.
• Collect and share customer feedback to improve future service delivery.
• Promote North Devon Homes’ values and uphold our commitment to equality, diversity, and health & safety.

About You

• 5 GCSEs at grade C or above (or equivalent).
• Experience in customer-facing roles, ideally within housing or maintenance.
• Strong communication skills, both verbal and written.
• Calm under pressure, able to mediate and resolve issues.
• IT proficiency (Word, Excel, Outlook; Academy, ROCC, Keystone advantageous).
• Clean driving licence and use of a car for business.
• Commitment to professional development.

Benefits

• 27 days holiday plus bank holidays
• 7% Employer contribution Pension
• Cash Plan of up to £1600 per year
• Employee Assistance Programme (EAP)
• Health & Wellbeing Support
• Family Friendly Policies
• Cycle to Work Scheme
• Tech Scheme
• Refer a Friend Scheme

Closing date

24 December 2025 - 17:00

Interviews

We will be inviting applicants to interview throughout December, closing the vacancy when we have successfully appointed. Please don’t delay with your application!

Applications

Please note: Applications must include a CV and supporting statement.

Disability Confident Employer

We are proud to be a Disability Confident Employer. As part of this commitment, we operate a guaranteed interview scheme for disabled applicants who meet the minimum criteria for the role to which they have applied. We request that all applications are submitted with a completed Equality & Diversity Form.

Contact details

Should you wish to discuss the role prior to making your application please contact the HR Team on 01271 313352.