Senior Customer Service Coordinator

Berkeley Group; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading property development company in London seeks a Senior Customer Service Coordinator to ensure exceptional service throughout the warranty period. The role involves managing customer communications, coordinating with contractors, and maintaining records. Candidates should have a minimum of 3 years in customer service and be proficient in Microsoft Office. The company offers 25 days annual leave and other health benefits.

Benefits

25 days annual leave, increasing with service to 33 days

Health and wellbeing benefits including Private Medical Insurance

Lifestyle benefits including access to an online discount platform

Berkeley Foundation volunteer day

Private pension plan

Group life assurance

Qualifications

• Minimum of 3 years customer service experience.
• Experience in dealing with a wide variety of stakeholders.
• Competent in all Microsoft packages (Excel, PowerPoint, Word).
• Good organization skills and time management.
• Self-driven, results-oriented with a positive attitude.
• Flexible and adaptable to work on own initiative.
• Ability to remain calm under pressure.

Responsibilities

• Ensure efficient service from handover to end of warranty.
• Manage customer communications and enquiries.
• Co-ordinate works between customers and contractors.
• Maintain records and communicate with all stakeholders.
• Manage customer expectations and deliver excellent service.
• Conduct monthly 1-1's with coordinators.
• Represent the company to the highest standards.

Skills

Customer service experience

Stakeholder management

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Organizational skills

Time management

Problem-solving

Calm under pressure

Job description

Senior Customer Service Coordinator

Application Deadline: 3 December 2025

Department: Customer Services

Employment Type: Permanent

Location: Aldgate, London

Description

Berkeley Capital is the largest division in Berkeley Group, focuses on large-scale brownfield regeneration projects in London, stitching these vast and isolated spaces back into the local fabric, bringing them to life with the right mix of homes, amenities, natural landscapes and open spaces.

Our award-winning developments include some of the country’s best-known long-term regeneration projects, such as Woodberry Down, Kidbrooke Village and Royal Arsenal Riverside.

Our sustainable, mixed-use neighbourhoods are designed in partnership with local communities, delivering the amenities and opportunities they value most, and ensuring they benefit first from regeneration.

As a business we are committed to fostering a positive working environment, where our people feel valued, empowered and able to grow.

The role

As a Senior Customer Service Coordinator you will play a key role in ensuring an efficient service is provided to our customers from handover through to the end of the 2-year warranty period.

This position involves working closely within the customer services team to manage customer communication and enquiries from the purchasers, tenants, agents, and housing associations to provide exceptional customer service within and outside of the warranty period. You will co-ordinate works between customers and contractors for any defects raised within the warranty period, from the point of handover, maintaining records and all communication to all stakeholders within an agreed timescale.

You will chase contractors for updates on outstanding defects, ensure operatives planners are kept up to date and ensure adequate procedures and process are in place to proactively manage customers throughout the customer journey.

• Manage the coordinators and conduct monthly 1-1’s
• Effectively manage all customer expectations and deliver excellent customer service.
• Keep purchasers and housing associations fully updated on completed works and carry out follow up calls to customers
• Ensure operatives planners are kept up to date
• To work as a proactive part of the customer service team
• To represent Berkeley capital to the highest possible standards

Experience required

• Minimum of 3 years customer service experience
• Experience in dealing with a wide variety of stakeholders
• Must be competent in all Microsoft packages i.e. Excel, PowerPoint, Word
• Good organisation skills and time management
• Self-driven, results oriented with a positive, motivated ‘can do’ attitude
• Flexible and adaptable with the ability to work on own initiative and generate solutions
• Ability to remain calm under pressure

Why join us?

• 25 days annual leave, increasing with service to 33 days.
• Health and wellbeing benefits including Private Medical Insurance.
• Lifestyle benefits including access to an online discount platform.
• Berkeley Foundation volunteer day.
• Private pension plan.
• Group life assurance.

The standard default full-time working hours in the office are 8am-5pm with core working hours 9am-4pm.

Internal applicants: If you’re an internal applicant, please ensure you’ve informed your line manager of your intention to apply for this position.