Customer Service Coordinator

Wates; City Of London; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading family-owned construction company is seeking a Customer Service Coordinator to support their housing maintenance contract in Croydon. The ideal candidate will manage resident complaints with empathy and professionalism, ensuring high levels of customer satisfaction. You will coordinate with teams to resolve issues and maintain accurate records. This role requires strong communication skills and IT proficiency, providing an opportunity to uphold the company's commitment to service excellence.

Qualifications

• Experience in complaints handling or resident liaison.
• Ability to manage multiple cases simultaneously.
• Proficiency in IT systems is essential.

Responsibilities

• Primary contact for resident complaints.
• Resolve customer complaints efficiently.
• Maintain accurate records of interactions.
• Coordinate communication with teams and contractors.
• Identify and report recurring service issues.

Skills

Customer service experience

Conflict resolution

Strong communication

Attention to detail

Tools

IT systems

Databases

Reporting tools

Job description

We're looking for a dedicated Customer Service Coordinator to join our team in Croydon, supporting one of our social housing contracts. In this role, you'll be the central point of contact for residents, ensuring their concerns and complaints are handled with care, professionalism, and efficiency. You'll play a vital role in maintaining trust and satisfaction by managing customer feedback and resolving issues throughout our maintenance programmes.

Key Responsibilities

• Act as the primary contact for residents raising complaints or service concerns.
• Manage and resolve customer complaints in a timely and empathetic manner, ensuring clear communication throughout.
• Maintain accurate records of all customer interactions, complaints, and resolutions using our internal systems.
• Liaise with internal teams and contractors to investigate and resolve issues effectively.
• Coordinate follow-ups and ensure residents are kept informed of progress and outcomes.
• Identify recurring issues and contribute to service improvement initiatives.
• Prepare reports and summaries of complaint trends for management review.

Qualifications

• Proven experience in customer service, complaints handling, or resident liaison—ideally within housing or maintenance services.
• Strong communication and conflict resolution skills.
• Excellent attention to detail and ability to manage multiple cases simultaneously.
• Proficient in IT systems and comfortable using databases and reporting tools.

We welcome applicants from all backgrounds and assess any disclosed convictions individually. We're committed to fair hiring practices and creating an inclusive workplace.

Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

About Wates

• Wates is one of the UK's leading family‑owned development, building and property maintenance companies.
• Founded over 125 years ago, we have a proud legacy in the built environment.
• We are driven by our purpose, "reimagining places for people to thrive" and our three promises:
  • Thriving places - working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
  • Thriving planet - protecting nature and taking action on climate change by collaborating and innovating with our partners.
  • Thriving people - creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.
• We are proud to be recognised as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.