Homeowner Care Coordinator - Construction Aftercare

ITS Construction Professionals South LTD; Wellington; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

ITS Building People are seeking a Customer Service Coordinator on behalf of a well-established housebuilding contractor in the UK. You will be the main contact for homeowners, managing defects, maintenance issues and inquiries throughout the aftercare period.

Responsibilities include tracking defects, coordinating remedial works, scheduling inspections, and maintaining CRM records while producing regular reports and supporting NHBC requirements.

Qualifications

• Experience in customer service, care or administrative coordination.
• Strong communication and organisational skills.
• Detail-oriented with ability to multitask.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Professional, customer-focused attitude.
• Housebuilding/construction/maintenance exposure is a plus.
• Experience with CRM/defect management systems is desirable.

Responsibilities

• Act as first point of contact for homeowners about defects, maintenance and inquiries.
• Track reported defects through to completion.
• Coordinate contractors, suppliers and site teams for remedial works.
• Schedule inspections, remedial works and follow-up visits.
• Provide regular updates to customers and manage expectations.
• Handle complaints professionally and maintain CRM records.
• Generate weekly and monthly customer service reports.
• Support NHBC and warranty provider reporting requirements.
• Assist with boiler registrations and related queries/invoicing.
• Support customer satisfaction surveys and continuous improvement of processes.

Skills

Excellent communication

Organisational skills

Attention to detail

MS Office (Outlook, Word, Excel)

Customer-focused approach

CRM or defect management systems

Tools

CRM software

Job description

ITS Building People are seeking a Customer Service Coordinator on behalf of a well-established housebuilding contractor in the UK. You will be the main contact for homeowners, managing defects, maintenance issues and inquiries throughout the aftercare period.

Responsibilities include tracking defects, coordinating remedial works, scheduling inspections, and maintaining CRM records while producing regular reports and supporting NHBC requirements.