Customer Service Co-ordinator

ITS Construction Professionals South LTD; Wellington; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

ITS Building People are seeking a Customer Service Coordinator on behalf of a well-established housebuilding contractor in the UK. You will be the main contact for homeowners, managing defects, maintenance issues and inquiries throughout the aftercare period.

Responsibilities include tracking defects, coordinating remedial works, scheduling inspections, and maintaining CRM records while producing regular reports and supporting NHBC requirements.

Qualifications

• Experience in customer service, care or administrative coordination.
• Strong communication and organisational skills.
• Detail-oriented with ability to multitask.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Professional, customer-focused attitude.
• Housebuilding/construction/maintenance exposure is a plus.
• Experience with CRM/defect management systems is desirable.

Responsibilities

• Act as first point of contact for homeowners about defects, maintenance and inquiries.
• Track reported defects through to completion.
• Coordinate contractors, suppliers and site teams for remedial works.
• Schedule inspections, remedial works and follow-up visits.
• Provide regular updates to customers and manage expectations.
• Handle complaints professionally and maintain CRM records.
• Generate weekly and monthly customer service reports.
• Support NHBC and warranty provider reporting requirements.
• Assist with boiler registrations and related queries/invoicing.
• Support customer satisfaction surveys and continuous improvement of processes.

Skills

Excellent communication

Organisational skills

Attention to detail

MS Office (Outlook, Word, Excel)

Customer-focused approach

CRM or defect management systems

Tools

CRM software

Job description

Job Type: Fixed Term Contract - 12 Months

Start Date: ASAP

Industry: Construction

Location: Litton Cheney / Wellington / WFH

Salary & Package: Competitive, depending on experience

The Role & About the Client

ITS Building People are currently recruiting for an experienced Customer Service Coordinator on behalf of a well-established housebuilding contractor. This is an excellent opportunity to join a growing business where you will act as the main point of contact for homeowners, managing defects, maintenance issues and customer enquiries throughout the aftercare period.

Key Responsibilities Include, But Are Not Limited To:

• Acting as the first point of contact for homeowners regarding defects, maintenance and general enquiries.
• Managing and tracking reported defects through to completion.
• Coordinating contractors, suppliers and site teams to arrange remedial works.
• Scheduling inspections, remedial works and follow-up visits.
• Maintaining regular communication with customers and providing updates.
• Managing customer expectations and resolving complaints professionally.
• Maintaining accurate customer records and updating CRM systems.
• Producing weekly and monthly customer service reports.
• Supporting warranty provider requirements, including NHBC reporting.
• Managing boiler registrations and related claims/invoicing queries.
• Supporting customer satisfaction surveys and continuous improvement of customer care processes.

Skills & Experience

• Previous experience in customer service, customer care or administrative coordination.
• Excellent communication and organisational skills.
• Strong attention to detail and ability to manage multiple tasks.
• Confident using Microsoft Office, including Outlook, Word and Excel.
• Professional and customer-focused approach.
• Housebuilding, construction, property or maintenance experience is desirable.
• Experience with CRM or defect management systems is desirable.

Equal Opportunities

ITS Building People are committed to equal opportunities and diversity in the workplace. We welcome applications from all suitably qualified candidates regardless of age, gender, race, religion, disability or sexual orientation.