The Customer Service Coordinator plays a key role in delivering high‑quality, responsive and customer‑focused services. This position ensures that enquiries, complaints and service requests are handled efficiently, professionally and in line with organisational standards. Experience within local authorities and housing associations is essential, due to the regulatory requirements, resident expectations and the need for accurate, compliant service delivery.
Key Responsibilities
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Act as the first point of coordination for customer enquiries, ensuring timely, accurate and empathetic responses.
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Manage and prioritise high‑volume caseloads, including complex or sensitive issues, ensuring all matters are resolved within agreed KPIs and SLAs.
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Maintain accurate and compliant customer records using CRM systems, ensuring full audit readiness.
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Support the delivery of statutory and regulatory obligations, including data accuracy, safeguarding considerations and complaint-handling standards.
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Identify service issues, escalate risks appropriately and contribute to continuous improvement initiatives.
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Provide clear, professional written communication, including responses to enquiries, service updates and complaint outcomes.
Essential
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Previous experience working within a council or housing association — essential due to the need for sector knowledge, regulatory understanding and familiarity with resident-facing services.
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Strong communication skills, with the ability to handle challenging conversations calmly and professionally.
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Proven ability to manage competing priorities in a fast‑paced, high‑volume environment.
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Experience using CRM systems and maintaining accurate customer records.
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Strong problem‑solving skills, with the ability to identify root causes and support service improvements.
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Ability to work collaboratively with cross‑functional teams to deliver seamless customer service.
A strong Customer Service Coordinator is essential to delivering a responsive, compliant and resident‑focused service — especially within councils and housing associations, where regulatory standards and customer expectations are high. If this sounds like the type of candidate you’re looking for, please feel free to email me and I’ll be happy to share more details
