Customer Service Coordinator

WATES; Croydon; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading family-owned development company in Croydon is seeking a Customer Service Coordinator. This role involves managing resident concerns and ensuring complaints are handled empathetically and efficiently. The ideal candidate will have experience in customer service, strong communication skills, and a detail-oriented approach. Join a team dedicated to reimagining places for people to thrive and apply your skills in a meaningful way.

Qualifications

• Proven experience in customer service, complaints handling, or resident liaison.
• Strong communication skills are essential.
• Ability to manage multiple cases simultaneously.

Responsibilities

• Act as the primary contact for residents raising complaints.
• Manage and resolve customer complaints in a timely manner.
• Maintain accurate records of all customer interactions.

Skills

Customer service experience

Conflict resolution skills

Attention to detail

IT system proficiency

Job description

The Vacancy

🌟 Join Our Team as a Customer Service Coordinator!

📍 Location: Croydon (Responsive Maintenance Division)

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.

Requirements

• 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.

💬 Ready to make a real impact in residents’ lives

Apply now and become part of a team that values empathy, accountability, and continuous improvement.

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.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

Work for 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.