Homeowner Care Coordinator

Persimmon plc; Leicester; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Life Cover

Contributory Pension

Health Care

Bonus

Employee Benefits Platform

Job summary

Persimmon Homes in Leicester invites you to join as Customer Care Coordinator, acting as the vital link between homeowners, contractors and internal teams to ensure issues are resolved quickly, professionally and empathetically.

You will own your portfolio, coordinate maintenance visits, log all interactions in COINS, and uphold high service standards while ensuring compliance with the New Homes Quality Code and related 5-star considerations.

Qualifications

• Excellent written and verbal communication skills.
• Proven experience handling, containing and de-escalating customer complaints.
• Strong case management skills with ability to prioritise workloads and meet deadlines.
• Collaborative team player with flexibility and initiative.

Responsibilities

• Act as the first point of contact for homeowners, managing queries across phone, email and customer portals with professionalism and empathy.
• Take ownership of your portfolio, proactively communicating updates and diagnosing issues to ensure timely and effective resolutions.
• Log all customer interactions accurately in COINS and maintain clear records.
• Coordinate works by scheduling maintenance operatives and subcontractors' appointments and monitor progress through to completion while keeping customers informed.
• Conduct courtesy calls to monitor satisfaction and deliver against agreed SLAs, aiming to exceed expectations.
• Build strong relationships with contractors and internal teams, liaising with specialists where required.
• Attend site visits when necessary to support customers and operational teams.
• Monitor activity against the Customer Care Timeline, ensuring compliance with the New Homes Quality Code and supporting continuous improvement, including HBF 5-star standards.
• Provide administrative support, including documentation, contra-charging and general office duties.

Skills

Excellent written and verbal коммуника

Complaint handling

Case management

Stakeholder communication

MS Office

COINS experience

Driving licence

Tools

COINS

Microsoft Office

Job description

Persimmon Homes in Leicester invites you to join as Customer Care Coordinator, acting as the vital link between homeowners, contractors and internal teams to ensure issues are resolved quickly, professionally and empathetically.

You will own your portfolio, coordinate maintenance visits, log all interactions in COINS, and uphold high service standards while ensuring compliance with the New Homes Quality Code and related 5-star considerations.