Customer Service Coordinator (full time)

Harpercrewe Ltd.; Warwick; Remote; GBP 30,000 - 40,000; Full time

Job summary

HarperCrewe Ltd. is seeking a Customer Service Coordinator at our Head Office in Warwick to manage defects/remedial works and aftercare inquiries.

You will coordinate with site teams, contractors and suppliers, book appointments, chase actions and maintain clear records to ensure timely completion and excellent customer communication. The role requires strong organisational skills, multitasking ability, and professional liaison with customers and internal teams.

Qualifications

• Strong customer service and communication skills.
• Excellent organisation and attention to detail.
• Ability to manage multiple customers, defects and contractors simultaneously.
• Confident telephone and email communication.
• Strong follow-up skills to close actions.

Responsibilities

• Coordinate outstanding defects/remedial works from identification to closure.
• Own customer complaints and aftercare enquiries; maintain regular communication with customers.
• Book appointments and coordinate contractor attendance; chase progress.
• Maintain accurate records of actions, appointments and outcomes.
• Support continuous improvement by highlighting recurring issues.

Skills

Customer service

Organization

Communication

Multi-tasking

IT skills

Telephone/Email

Problem solving

Stakeholder management

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

Job description

Location: Head Office, Warwick
Department: Customer Service / Aftercare
Employment: Full-time, office-based

Role Purpose

We are looking for an organised, proactive and customer-focused Customer Service Coordinator to join our team at our Head Office in Warwick.

The role will be responsible for coordinating the completion and closure of 5–7 month defect and remedial works, ensuring outstanding items are progressed efficiently from initial identification through to satisfactory completion.

You will also take ownership of customer complaints and aftercare enquiries, acting as a key point of contact between customers, internal teams, site teams, contractors and suppliers. The successful candidate will be confident managing a busy workload, chasing actions, maintaining accurate records and ensuring customers receive regular, professional communication.

Key Responsibilities

Defects & Remedial Works

• Manage and coordinate outstanding defects and remedial works arising from the 5–7 month inspection/aftercare period.
• Take ownership of outstanding items from identification through to completion and closure.
• Liaise with site teams, subcontractors, suppliers and other internal departments to arrange remedial works.
• Book appointments with customers and coordinate contractor attendance.
• Proactively chase outstanding works to prevent unnecessary delays.
• Monitor progress and maintain accurate records of open and completed defects.
• Ensure completed works are appropriately recorded and closed out.
• Escalate overdue, recurring or complex issues to the appropriate manager.
• Identify recurring defect themes and raise these with the relevant operational teams.

Customer Complaints & Communication

• Act as a central point of contact for customer aftercare queries and complaints.
• Manage customer complaints professionally, sensitively and efficiently.
• Acknowledge issues promptly and maintain regular communication with customers until resolution.
• Investigate complaints by obtaining information from relevant internal teams, contractors and suppliers.
• Coordinate agreed actions and ensure commitments made to customers are followed through.
• Maintain clear records of correspondence, actions, appointments and outcomes.
• Escalate complaints where appropriate while retaining ownership of communication with the customer.

Administration & Coordination

• Maintain accurate customer service and defect records.
• Track outstanding actions, appointments and completion dates.
• Produce regular updates on open defects, overdue actions and complaints.
• Work closely with construction/site teams, commercial teams, subcontractors and management to resolve issues.
• Ensure supporting documentation, photographs and correspondence are appropriately recorded.
• Support continuous improvement by highlighting recurring issues and opportunities to improve the customer experience.

Skills & Experience

• Strong customer service and communication skills.
• Excellent organisation and attention to detail.
• Ability to manage multiple customers, defects and contractors simultaneously.
• Confident telephone and email communication.
• Strong follow-up skills with the ability to chase actions and see issues through to completion.
• Calm and professional approach when dealing with complaints or challenging situations.
• Good IT skills, including Microsoft Outlook, Word and Excel.
• Ability to work independently while collaborating effectively with other departments.
• Previous experience within customer service, aftercare, housing, construction, property or housebuilding.
• Experience coordinating contractors or remedial works.
• Experience managing customer complaints through to resolution.
• Knowledge of defects, snagging or new-build aftercare processes.

Personal Qualities

We are looking for someone who is:

• Customer focused and takes pride in delivering a positive customer experience.
• Highly organised and comfortable managing a busy workload.
• Proactive, rather than waiting for customers or contractors to chase for updates.
• Persistent and accountable, with a strong focus on getting actions closed.
• Professional and empathetic when handling complaints.
• Confident communicating with customers, contractors, site teams and senior management.
• Solutions focused, with the ability to identify what needs to happen next and drive it forward.
  

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Excellent

Harpercrewe Ltd.
Gallagher House
Gallagher Way
Warwick
CV34 6AF