Senior Customer Care Coordinator

Building Careers UK; Warrington; On-site; GBP 25,000 - 35,000; Full time

Job summary

A renowned housebuilder is seeking a Senior Customer Care Coordinator in Warrington. You will manage customer care cases and mentor junior coordinators, ensuring top-quality service. The ideal candidate has experience in customer service within the housebuilding or construction sector and possesses strong organisational and communication skills. This pivotal role is key to improving processes and customer satisfaction.

Qualifications

• Previous experience in customer service within the housebuilding or construction sector is essential.
• Proven ability to handle complex or escalated issues with professionalism.
• Familiarity with NHQC or construction defect processes is desirable.

Responsibilities

• Manage complex customer care cases and support the customer service function.
• Act as a senior liaison for customer issues, particularly escalated cases.
• Provide mentorship and support to junior coordinators.

Skills

Customer service experience in housebuilding

Strong organisational skills

Effective communication

Problem-solving

Proactive mindset

Tools

Microsoft Office

CRM software

Job description

Role: Senior Customer Care Coordinator
Location: Warrington
Salary: 25,000 - 35,000 (dependent on experience)

Are you an experienced customer care professional with a background in housing or construction?
Do you take pride in delivering industry-leading service while mentoring others and driving process improvement?

We're looking for a Senior Customer Care Coordinator to join a highly respected, award-winning housebuilder based in Warrington. This is a fantastic opportunity to step into a pivotal role where your experience, insight, and initiative will help shape the customer journey and support the development of the wider team.

The Company:

Operating nationally with a strong regional presence in the North West, this housebuilder is known for delivering high-quality, affordable homes that support first-time buyers and growing families. With a reputation for integrity, customer satisfaction, and community-first developments, they continue to raise the bar for what great homeownership feels like.

The Role:

As Senior Customer Care Coordinator, you'll be responsible for managing complex customer care cases, supporting the performance of the customer service function, and helping maintain a 5-star homeowner experience post-completion.

You'll serve as a key point of escalation, working closely with internal teams, external contractors, and leadership to ensure issues are resolved efficiently and to the highest standard. In addition, you'll provide support and guidance to junior team members, helping to embed best practices and improve processes.

Key Responsibilities:

• Act as a senior liaison for customer issues, particularly escalated or sensitive cases.

• Lead by example in delivering empathetic, solution-focused aftercare to homeowners.

• Coordinate and manage defect resolution across trades, contractors, and internal teams.

• Ensure service levels and quality standards are consistently met or exceeded.

• Provide mentorship and day-to-day support to junior coordinators.

• Contribute to internal reporting, trend analysis, and service improvement strategies.

• Maintain thorough, up-to-date records using CRM and customer care platforms.

• Identify areas for improvement in processes, systems, or communication flows.

Ideal Candidate Profile:

• Previous experience in customer service within the housebuilding or construction sector (essential).

• Strong organisational and communication skills, with the ability to manage multiple priorities.

• Proven ability to handle complex or escalated issues with professionalism and diplomacy.

• A proactive mindset with a focus on continuous improvement.

• Familiarity with NHQC (New Homes Quality Code) or construction defect processes is highly desirable.

• Comfortable using Microsoft Office and customer service software systems.

• A supportive, team-oriented attitude with a desire to help others succeed.