Customer Service Coordinator

RGM Recruitment Ltd; West Malling; On-site; GBP 24,000 - 31,000; Full time

Job summary

RGM Recruitment Ltd is seeking a Customer Care Coordinator in Maidstone, Kent. You will support the Customer Care Manager with customer contact, defect administration, appointment coordination, and reporting.

The role requires ownership, organisation and precision, acting as a key contact between customers, the Customer Service team, site management, subcontractors and internal departments. You will manage enquiries by phone and email, own queries through to resolution, and escalate issues when

Qualifications

• Excellent customer service and communication skills.
• Ability to handle complaints and challenging customer situations.
• Strong problem-solving and decision-making skills.
• Ability to remain calm and patient whilst working under pressure.
• Strong organisational, stakeholder-management and planning skills.
• Ability to coordinate multiple activities and prioritise competing workloads.

Responsibilities

• Manage customer service enquiries via email and telephone, ensuring timely, professional responses.
• Take ownership of customer queries from initial contact through to resolution and provide regular updates.
• Log, categorise and monitor reported defects, ensuring issues are tracked through to resolution.
• Coordinate customer appointments with contractors and internal teams, confirming access arrangements.

Skills

Customer service

Communication

Problem solving

Coordination

Attention to detail

Ownership

Independence

Managing expectations

Stakeholder management

Driving licence

Job description

JOB ROLE:Customer Service Coordinator

LOCATION:Maidstone, Kent

RATE:£150/day (3 month temp to perm)

START DATE:ASAP

About the Role

RGM Recruitment Ltd is excited to present an opportunity for a Customer Care Coordinator working with an award winning Kent based Regional Developer. You will besupporting the Customer Care Manager with customer contact, defect administration, appointment coordination, documentation and reporting.The role requires a high level of ownership, organisation, accuracy and proactive communication. You will act as a key point of contact between customers, Customer Service team, Site Management teams, subcontractors and other internal departments.

Key Responsibilities

• Manage customer service enquiries via email and telephone, ensuring timely, professional and empathetic responses within agreed service levels
• Take ownership of customer queries from initial contact through to resolution, providing regular updates and proactively managing expectations
• Conduct post-completion customer follow-up calls and identify potential customer dissatisfaction, escalating concerns where appropriate
• Log, categorise and monitor reported defects, maintaining accurate records and ensuring all issues are tracked through to resolution
• Coordinate customer appointments with contractors and internal teams, ensuring access arrangements are confirmed and outstanding works are followed up
• Proactively chase contractors and subcontractors to ensure appointments, remedial works and agreed actions are completed within required timescales
• Monitor contractor performance, identify recurring issues and elevate persistent delays or service concerns
• Recognise and promptly escape high-risk issues, including serious defects, leaks, health and safety concerns, vulnerable customers, potential warranty claims and legal or reputational risks
• Prepare and maintain customer documentation, ensuring all required information is uploaded to the customer portal and available ahead of legal completion
• Ensure customer records are accurate and up to date following legal completion, including purchaser details and out-of-hours contact information
• Produce weekly defect reports, highlighting overdue issues, outstanding actions, service-level breaches and cases requiring management intervention
• Identify recurring defects and customer service trends, supporting continuous improvement and the prevention of repeat issues
• Build effective working relationships with internal departments, contractors, subcontractors and suppliers to deliver a positive customer experience
• Provide general administrative support to the Customer Service department, including diary management, appointment coordination, record keeping and reporting
• Support the wider Customer Service team during busy periods, ensuring a consistent, customer-focused service is maintained

Requirements

• Excellent customer service and communication skills
• Ability to handle complaints and challenging customer situations
• Strong problem-solving and decision-making skills
• Ability to remain calm and patient whilst working under pressure
• Strong organisational, stakeholder-management and planning skills
• Ability to coordinate multiple activities and prioritise competing workloads
• Strong attention to detail and a high level of personal accountability and ownership
• Ability to work independently and use initiative
• Confidence to professionally challenge contractors and colleagues where appropriate
• Ability to recognise and escape customer or business risk
• Ability to adapt communication style to suit different audiences
• Strong verbal, written and IT skills
• Experience within new-build residential development is desirable
• Full UK driving licence

What We Offer

Joining our client offers a competitive salary and the chance to work with a dynamic team on varied projects. You will have the opportunity to develop your skills further while contributing to exciting builds and renovations in the region. Our client values their employees and offers a supportive work environment, making this a fantastic opportunity for those looking to advance their career in customer service.