Freelance Customer Care Coordinator – New-Build Homes

Fawkes & Reece London; Warrington; On-site; GBP 28,000 - 55,000; Full time

Job summary

Fawkes & Reece London is seeking an experienced Freelance Customer Care Coordinator for a busy residential housebuilding environment in Warrington. You will be the key contact for homeowners after legal completion, handling defects, queries and aftercare issues with professionalism and care.

You will log queries, coordinate subcontractors, and track progress against timescales, while maintaining clear communication with homeowners and site teams.

Qualifications

• Experience as a Customer Care/Service Coordinator in housebuilding or construction.
• Strong understanding of new-build defects and aftercare processes.
• Excellent communication and problem-solving skills.
• Ability to manage multiple cases and prioritise workload.
• Experience liaising with subcontractors and site teams.
• Proficient in Microsoft Office (Excel, Outlook, Word) and CRM systems.
• Able to work independently on a freelance basis.

Responsibilities

• Act as the primary point of contact for homeowners regarding aftercare and defect issues.
• Log and manage customer queries using internal systems or spreadsheets.
• Coordinate and schedule subcontractors and site teams to carry out remedial works.
• Monitor and track defects to ensure they are completed within agreed timescales.
• Maintain clear communication with homeowners, providing updates on progress and resolutions.
• Liaise closely with site managers, construction teams, and suppliers to resolve issues effectively.
• Arrange and attend homeowner appointments where required.
• Maintain accurate records of all communications, works completed, and outstanding items.
• Ensure customer satisfaction is maintained while adhering to company policies and service standards.

Skills

Customer Service

Coordination

Communication

Organisational skills

Problem solving

CRM systems

MS Office

Independent work

Tools

Coins

Aconex

CRM systems

Microsoft Office

Job description

Fawkes & Reece London is seeking an experienced Freelance Customer Care Coordinator for a busy residential housebuilding environment in Warrington. You will be the key contact for homeowners after legal completion, handling defects, queries and aftercare issues with professionalism and care.

You will log queries, coordinate subcontractors, and track progress against timescales, while maintaining clear communication with homeowners and site teams.