Customer Service Coordinator

Hill Group UK; Epping Forest; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

26 days holiday

Private healthcare

Wellbeing platform

Incentive scheme and retail discounts

Volunteering days

Learning opportunities

Job summary

Hill Group UK is seeking a Customer Service Coordinator to help ensure smooth, timely support for our customers as part of a 5-star housebuilder. You will log defects, schedule work, coordinate operatives, maintain records, and liaise with Production, Sales, Technical and Commercial teams to support the customer journey.

A proactive mindset and strong communication are essential. We offer a supportive team culture and ongoing learning opportunities, with competitive salary and benefits in a

Qualifications

• Experience in customer service or coordination roles.
• Strong written and verbal communication skills.
• High attention to detail and confidence managing systems and records.
• Excellent organisational and time management skills.

Responsibilities

• Log customer defects and end-of-defect works accurately and in line with procedures.
• Schedule work for in-house and third-party operatives, tracking deadlines and KPIs.
• Maintain internal systems; keep records accurate and up to date.
• Monitor open tasks and escalate issues to avoid delays.
• Liaise with Production, Sales, Technical and Commercial teams to support the Customer Journey.
• Respond to customer queries clearly, promptly and professionally.

Skills

Customer service

Coordination

Communication

Microsoft Office

Time management

Problem solving

Team player

Tools

CRM software

Job description

At Hill, we take pride in the aftercare we provide long after keys are handed over. As our Customer Service Coordinator, you'll be a key part of the team making sure our customers get the smooth, timely support they expect from a 5-star housebuilder.

You'll be responsible for logging and tracking customer defects, coordinating operatives and subcontractors, and ensuring professional communication with customers and internal teams every step of the way.

What you'll do:

• Log all customer defects and end-of-defect (EOD) works accurately and in line with Hill procedures
• Schedule work for in-house and third-party operatives, tracking completion against deadlines and KPIs
• Maintain internal systems and ensure all records are accurate and up to date
• Monitor open tasks and elevate issues to avoid delays
• Liaise with Production, Sales, Technical and Commercial teams to support the Customer Journey
• Respond to customer queries clearly, promptly and professionally
• Generate contra charge letters and follow up as needed to support recovery
• Review and challenge quotes from suppliers and operatives when appropriate
• Provide regular reports and updates for clients and internal stakeholders
• Ensure compliance with health and safety procedures, including risk assessments and lone working

What we're looking for:

• Experience in customer service or coordination roles
• Strong written and verbal communication skills
• High attention to detail and confidence managing systems and records
• Excellent organisational and time management skills
• Proficient in Microsoft Office and confident using IT systems
• A proactive, problem-solving mindset and positive attitude
• Team player who can work independently and adapt under pressure
• Knowledge of health and safety procedures is helpful

What you'll get:

• 26 days holiday
• Private healthcare and wellbeing platform
• Hill Incentive scheme and retail discounts
• Volunteering days and continuous learning opportunities
• A high-performing and supportive team culture
• competitive salary and package

Why Hill?

At Hill, we offer more than just a job - we offer the opportunity to make a real and lasting impact. Every person here contributes to delivering sustainable, high-quality homes and shaping vibrant communities across the UK.

Our culture is underpinned by our values:

• Ambition - we set bold goals and support each other to exceed them
• Impact - we focus on delivering meaningful outcomes
• Agility - we move quickly, adapt confidently, and embrace change
• Collaboration - we work together to achieve more, sharing success along the way

As a privately owned business, we're able to move with pace and purpose. We invest in people, support career growth, and empower individuals to lead from wherever they stand. Hard-working, driven people thrive here - and are recognised for what they deliver and how they deliver it.

Join Hill and be part of a forward-thinking, values-led team. Together, we're not just building homes - we're building a lasting legacy.

We are proud to be a Disability Confident Employer. We welcome applications from all backgrounds and can provide adjustments throughout the recruitment process.