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Fawkes & Reece; Alderley Edge; On-site; GBP 30,000 - 32,000; Full time

Job summary

Fawkes & Reece is seeking a Customer Services Coordinator to support aftercare for homeowners across developments in the North West. The role is hands-on, requiring organisation, excellent communication and the ability to manage multiple tasks with stakeholders.

You will report to the Customer Care Manager and handle enquiries, schedule inspections and coordinate with site teams and subcontractors to ensure timely completions. 9am–5.30pm office-based in Alderley Edge, salary £30k–£32k.

Qualifications

• Experience of working in a customer care role.
• Proficient with MS Office and written English.
• Ability to generate professional correspondence unaided.
• Strong time management and ability to manage multiple priorities.
• Ability to multi-task under pressure.
• Team player with a professional and pleasant manner.
• Excellent telephone skills.
• Good interpersonal communication with internal and external customers.

Responsibilities

• Act as a key contact for homeowners via telephone and email.
• Record, track and coordinate defects and aftercare to completion.
• Arrange and diary homeowner appointments including inspections.
• Coordinate with site teams, maintenance operatives and subcontractors.
• Raise work orders and assist with materials for remedial works.
• Maintain property records and monitor customer issues.
• Prepare reports and notes for customer service meetings.
• Assist with administration of maintenance teams (holidays, sickness, timesheets).
• Support the Construction Director with customer care and site matters.

Skills

Customer care experience

MS Office proficiency

Written English

Time management

Multi-tasking under pressure

Team player

Telephone skills

Professional communication

Tools

MS Office

Job description

Customer Care Coordinator - Alderley Edge

We are currently recruiting for a

Customer Services Coordinator to join a busy residential construction business, supporting the delivery of an excellent aftercare service to homeowners across developments throughout the North West.

This is a varied and hands-on role, ideal for someone who is highly organised, customer-focused and confident coordinating multiple tasks and stakeholders. You will be responsible for managing homeowner queries, arranging aftercare and maintenance works, tracking defects and supporting the wider construction team to ensure issues are dealt with efficiently and professionally.

Reporting to the Customer Care Manager you will support them with administrative duties for the Customer Care team. Duties and responsibilities include:

• Act as a key point of contact for homeowners, handling telephone and email enquiries professionally and efficiently
• Record, track and coordinate customer defects and aftercare requirements through to completion
• Arrange and diary homeowner appointments, including post-completion inspections and follow-up visits
• Liaise closely with site teams, maintenance operatives and subcontractors to ensure works are scheduled and completed within agreed timescales
• Raise work orders and purchase orders and assist with the coordination of materials required for remedial works
• Maintain accurate records relating to individual properties and customer issues
• Monitor customer satisfaction and ensure outstanding issues are followed up and resolved
• Support regular customer service meetings by preparing reports, updates and meeting notes
• Assist with the administration of maintenance teams, including holidays, sickness, timesheets and payroll information
• Provide general administrative and organisational support to the Construction Director across customer care and site-related matters
• Help ensure appropriate health & safety, PPE and maintenance records are kept up to date
• Assist with wider administrative tasks and projects as required

Skills and experience required:

• Experience of working in a customer care role
• Intermediate to advanced level of proficiency with MS Office programs and a good standard of written English
• Ability to generate professional correspondence unaided
• Self-disciplined individual, with demonstrably good time management skills and the ability to manage a number of priorities
• Ability to multi-task, and work efficiently and accurately under pressure
• Team players who are supportive of colleagues
• Professional and pleasant manner in dealing with internal and external customers
• Excellent telephone skills

The company are offering a competitive salary (£30k- £32k). Please note this role is an office based role (9am - 5.30pm).