Retrofit Customer Experience Coordinator

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

Benefits offered by this job

25 Days Holiday + Bank Holidays

Holiday buy/sell

Wellbeing days

Pension up to 12%

Life cover 4x salary

Private medical insurance

Dental insurance

Critical illness cover

Wellbeing discounts (gym)

Volunteer days

Job summary

Sovereign Network Group is seeking a Customer Care Coordinator to join the Retrofit Delivery team in the UK, delivering an excellent customer experience across our retrofit programme and ensuring timely updates to customers.

You will act as the first point of contact for enquiries and complaints, perform initial triage, coordinate contractor visits and appointments, and collaborate with contractors, Resident Liaison Officers and technical teams to resolve issues and drive service improvements.

Qualifications

• Experience in customer care, contact centres, repairs, housing, 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.
• 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

Communication

Problem-solving

Organisation

CRM systems

Digital platforms

Tools

CRM software

Case management systems

Job description

Sovereign Network Group is seeking a Customer Care Coordinator to join the Retrofit Delivery team in the UK, delivering an excellent customer experience across our retrofit programme and ensuring timely updates to customers.

You will act as the first point of contact for enquiries and complaints, perform initial triage, coordinate contractor visits and appointments, and collaborate with contractors, Resident Liaison Officers and technical teams to resolve issues and drive service improvements.