Retrofit Customer Care & Diagnostics Lead

SNG (Sovereign Network Group); Basingstoke and Deane; On-site; GBP 26,000 - 38,000; Full time

Job summary

SNG (Sovereign Network Group) is seeking a Customer Care Coordinator to join our Retrofit Delivery team, delivering a strong customer experience across retrofit works and low-carbon technologies.

You will be the first point of contact for enquiries, perform triage and video diagnostics, manage cases, coordinate appointments, and work with contractors and technical teams to resolve issues and improve service delivery.

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.
• Proficient with digital platforms, CRM, and case management systems.
• Excellent organisation and attention to detail.

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.
• Support complaint handling and help identify opportunities to improve the customer experience.

Skills

Customer care

Communication

Problem-solving

CRM

Case management

Organisation

Tools

CRM systems

Case management software

Job description

SNG (Sovereign Network Group) is seeking a Customer Care Coordinator to join our Retrofit Delivery team, delivering a strong customer experience across retrofit works and low-carbon technologies.

You will be the first point of contact for enquiries, perform triage and video diagnostics, manage cases, coordinate appointments, and work with contractors and technical teams to resolve issues and improve service delivery.