Retrofit Customer Care Coordinator

Sovereign Network Group; United Kingdom; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Wellbeing days

Pension up to 12%

Life cover (4x salary)

Private medical insurance

Dental insurance

Critical illness cover

Gym membership discounts

24/7 virtual GP

Job summary

Sovereign Network Group is seeking a Customer Care Coordinator to join the Retrofit Delivery team and help provide a warm, efficient customer experience for our retrofit programme.

You will be the first port of call for customer enquiries, handling calls and emails, performing triage, remote diagnostics and case management to ensure issues are resolved safely and professionally. This role supports delivering warmer, safer homes and a high standard of service.

Qualifications

• Experience in customer care, contact centres, repairs, housing, construction, aftercare or retrofit environments.
• Strong communication and problem-solving skills.
• Ability to manage customer issues through to resolution.
• Confidence using digital platforms, CRM and case management systems.

Responsibilities

• Act as the first point of contact for retrofit customer enquiries and complaints.
• Conduct initial triage and video diagnostics to identify issues and determine next steps.
• Manage customer cases, ensuring accurate records and timely updates.
• Coordinate appointments, contractor visits and follow-up actions.
• Work closely with contractors, Resident Liaison Officers and technical teams to resolve issues.

Skills

Customer care

Communication

Problem-solving

CRM systems

Job description

Sovereign Network Group is seeking a Customer Care Coordinator to join the Retrofit Delivery team and help provide a warm, efficient customer experience for our retrofit programme.

You will be the first port of call for customer enquiries, handling calls and emails, performing triage, remote diagnostics and case management to ensure issues are resolved safely and professionally. This role supports delivering warmer, safer homes and a high standard of service.