Customer Service Coordinator

WPS; London Borough of Croydon; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Competitive Salary

Career Development & Progression

Ongoing Training & Professional Dev.

Employee Assistance Programme

Pension Scheme

Generous Annual Leave

Job summary

Wates Property Services is looking for a Customer Service Coordinator in Croydon to support residents living in social housing. You will be the main contact, handling enquiries, repairs updates, and complaints while coordinating with planners, supervisors and subcontractors to deliver timely resolutions.

This role focuses on delivering first-class customer service, maintaining records, and driving improvements to satisfaction across the housing contracts.

Qualifications

• Customer-focused and able to deliver first-class service.
• Ability to stay calm and professional with challenging situations.
• Strong communication and organisational skills for fast-paced environments.
• Comfortable using IT systems and Microsoft Office.
• Experience in housing or social housing settings is advantageous.

Responsibilities

• Be the first point of contact for residents and customers.
• Manage enquiries, repairs updates, and complaints professionally.
• Coordinate with planners, supervisors, operatives and subcontractors to resolve issues quickly.
• Keep residents informed at every step of the process.
• Maintain accurate records and update internal systems.
• Support customer satisfaction and service improvement initiatives.
• Contribute to an outstanding experience across social housing contracts.
• Build strong relationships with residents, colleagues and clients.

Skills

Customer focus

Calm under pressure

Clear communication

Organisational skills

IT proficiency

Tools

CRM systems

MS Office

Job description

Croydon | Wates Property Services | Full-Time, Permanent Be the Difference Behind Great Customer Service

Customer Service Coordinator

At Wates Property Services, we're passionate about improving homes and communities across the UK. We're looking for an enthusiastic and customer-focused Customer Service Coordinator to join our Croydon team and play a vital role in supporting residents living in social housing. [jobs.theguardian.com], [simplyhired.co.uk]

This is more than just a customer service role. You'll be the person residents turn to when they need support, helping to resolve issues, coordinate repairs, and ensure every customer receives a first-class experience.

What You'll Be Doing

• Be the first point of contact for residents and customers
• Manage enquiries, repairs updates and complaints professionally and empathetically
• Work closely with planners, supervisors, operatives and subcontractors to ensure issues are resolved quickly
• Keep residents informed every step of the way
• Maintain accurate records and update internal systems
• Support customer satisfaction and service improvement initiatives
• Help us deliver an outstanding experience across our social housing contracts
• Build strong relationships with residents, colleagues and clients alike

What We're Looking For

You’ll Be Someone Who

• Loves helping people and goes the extra mile for customers
• Can remain calm and professional when dealing with challenging situations
• Has excellent communication and organisational skills
• Enjoys working in a fast-paced environment
• Is confident using IT systems and Microsoft Office
• Takes pride in delivering exceptional customer service

We'd Especially Like To Hear From You If You Have:

• Customer Service, Contact Centre or Housing experience
• Social Housing or Property Services experience
• Complaints handling experience
• Repairs and Maintenance knowledge
• Experience working with scheduling or CRM systems
• Knowledge of Awaab's Law, damp and mould processes, or customer care within housing services

Why Join Wates Property Services?

At WPS, our people are at the heart of everything we do. When you join us, you'll become part of a supportive and inclusive team that genuinely cares about delivering excellent outcomes for residents and communities.

We Offer

• Competitive Salary
• Career Development & Progression Opportunities
• Ongoing Training & Professional Development
• Employee Assistance Programme
• Pension Scheme
• Generous Annual Leave
• Supportive Team Culture
• The Opportunity to Make a Real Difference in Local Communities

"Every conversation matters. Every resident matters. Join Wates Property Services and help us create better experiences, better homes and stronger communities."

Our Commitments

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an