Customer Care Coordinator (Repairs & Aftercare)
Contract: Temp - Sick cover (4 weeks initially)
Location: Sunderland
Hours: Monday-Friday, 9:00am-5:00pm
Contract: Temporary (Sick Cover)
Rate/Salary: £26,500 - £27,500 dependent on experience
The Role
We're recruiting for a Customer Care Coordinator to provide sick cover within a busy social housing customer care team in Sunderland. This is a fast-paced role focused on providing high quality customer care.
You'll act as a key point of contact for tenants/residents and internal teams, ensuring cases are logged accurately, progressed efficiently and resolved within agreed service standards.
Key Responsibilities
- Managing inbound customer queries relating to repairs, defects and aftercare
- Logging, updating and closing cases using a customer care system (Clixifix experience desirable)
- Tracking tickets from report → assignment → resolution, ensuring clear case notes throughout
- Coordinating with site teams, subcontractors and supervisors to progress and resolve issues
- Managing contractor appointments and access arrangements
- Keeping residents informed with clear, timely updates and setting expectations professionally
- Monitoring SLAs and escalating cases where required
- Resolving complaints professionally and empathetically
- Maintaining accurate records, uploading photos/documents and ensuring a full audit trail
- Supporting basic reporting and performance tracking where required
- Ensuring compliance with customer care standards and data protection requirements
Essential Experience & Skills
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Proven customer service experience (social housing/repairs/maintenance/construction or FM preferred)
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Strong written and verbal communication skills
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Experience handling complaints and sensitive conversations
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High attention to detail with strong administration and case management skills
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Confident liaising with internal teams and external contractors/subcontractors
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Comfortable working in an SLA/KPI-driven environment
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Competent with Microsoft Office (Outlook, Word, Excel)
Desirable
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Experience using Clixifix customer care software
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Experience within social housing, regeneration, or maintenance contracts
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Understanding of repairs/defects workflows and aftercare processes
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Experience working for a principal contractor or housing association
Interested?
Please submit your CV or call Jess on (phone number removed)
