New Homes Customer Care Coordinator

Fawkes & Reece Group; England; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Life cover

Generous pension scheme

Healthcare

Annual bonus

25 days leave + bank holidays

Employee benefits

Job summary

Fawkes & Reece Group, a leading house builder, seeks a Customer Care Coordinator to oversee the two-year warranty period on new build properties. You will be the vital link between customers, contractors, and internal teams, ensuring timely, professional resolutions while upholding high service standards.

Responsibilities include handling queries, coordinating maintenance, logging interactions in COINS, and monitoring the Customer Care Timeline to exceed SLAs and HBF standards.

Qualifications

• Strong written and verbal communication skills; ability to build rapport and empathy.
• Takes ownership of the full customer journey; aims to exceed satisfaction targets.
• Remains calm under pressure with proactive problem-solving abilities.
• Highly organised and detail-oriented; able to manage priorities in a fast-paced environment.
• IT literate; comfortable learning new systems; COINS knowledge advantageous but not essential.

Responsibilities

• Act as the first point of contact for homeowners across phone, email and portals with professionalism.
• Own your portfolio; proactively communicating updates and diagnosing issues for timely resolutions.
• Log all customer interactions accurately in COINS and maintain records.
• Coordinate works by scheduling maintenance operatives and subcontractors; monitor progress to completion; keep customers informed.
• Conduct courtesy calls to monitor satisfaction and meet SLAs.
• Build strong relationships with contractors and internal teams; liaise with specialists as required.
• Attend site visits when necessary to support customers and operations.
• Monitor activity against the Customer Care Timeline and support continuous improvement including quality standards.
• Provide administrative support including documentation, contra-charging and general office duties.

Skills

Communication

Empathy

Organised

Problem-solving

IT literacy

COINS knowledge

Team player

Driving licence

Tools

COINS

Microsoft Word

Microsoft Excel

Outlook

Job description

Fawkes & Reece Group, a leading house builder, seeks a Customer Care Coordinator to oversee the two-year warranty period on new build properties. You will be the vital link between customers, contractors, and internal teams, ensuring timely, professional resolutions while upholding high service standards.

Responsibilities include handling queries, coordinating maintenance, logging interactions in COINS, and monitoring the Customer Care Timeline to exceed SLAs and HBF standards.