Customer Service Coordinator

JR United Kingdom; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading housebuilder in Milton Keynes is seeking an experienced Customer Service Coordinator to manage customer issues and ensure high service standards. This full-time role involves administration, management of customer support teams, and oversight of remediation works, requiring excellent communication and organizational skills.

Qualifications

• Experience in the housebuilding industry required.
• Ability to work independently and prioritize tasks.
• Demonstrate excellent interpersonal and communication skills.

Responsibilities

• Manage customer issues and coordinate resources for resolution.
• Log customer inquiries and prepare weekly reports.
• Ensure high customer service standards are maintained.

Skills

Interpersonal skills

Communication skills

Customer service experience

Efficiency

Reliability

Tools

MS Dynamics

Job description

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Client:

Kenna Recruitment Ltd

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

23.05.2025

Expiry Date:

07.07.2025

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Job Description:

Kenna Recruitment has a new, exciting opportunity for an experienced Customer Service Coordinator to join one of the UK's Leading Housebuilders in their stunning Head Office in Milton Keynes.

Overview:

The Customer Support Co-ordinator (CSC) is responsible for managing the administration related to all customer issues on a day-to-day basis. This role takes ownership of ongoing customer issues and allocates resources, including Customer Service Operatives and contractors, to undertake work in customers’ homes.

CSCs are responsible for collating and managing information and data for analysis and escalation of customer issues where appropriate.

Please note: This is a full-time, office-based role.

Primary Responsibilities:

• Administration of Customer issues:
• Monitor the Customer Services Inbox.
• Log all telephone calls, emails, and portal enquiries from Customers in MS Dynamics.
• Prepare and issue weekly defects reports for each site as directed by the CSM.
• Prepare and issue weekly exception reports to each site as directed by the CSM.
• Liaise with the NHBC claims department as required.
• Provide feedback to the technical department regarding defective materials, design errors, etc.
• Update all relevant documentation in MS Dynamics within the correct timelines.

• Management:
• Allocate work correctly to the Customer Support team, site teams, and contractors to resolve issues in new customer homes.
• Arrange NHBC inspections and other inspections as required.
• Oversee contractor work and report poor outcomes to the Customer Director.
• Coordinate scheduling of CSOs and ensure materials are available for remediation.

• Managing remediation of outstanding issues:
• Maintain reasonable timescales for remediation works and keep customers informed.
• Address poor remediation outcomes and escalate as needed.
• Report recurring defects to the CSM.
• Monitor customer and issue handling to maintain high customer service standards.
• Follow the complaints and escalation procedures.
• Refer complex customer issues to the CSM.

• Manage costs:
• Order materials, process invoices, and undertake contra-charging as required.
• Ensure data is input correctly according to Group protocols.

• Experience:
• Ability to work independently, prioritize, and take initiative.
• Demonstrate efficiency and reliability.
• Forecast customer issues proactively.
• Excellent interpersonal, communication, and relationship skills.
• Face-to-face customer service experience.
• Experience in the housebuilding industry.