Customer Care Coordinator for a fixed term 12 month contract starting with immediate effect, working for a 5 Star House Builder based in Hampshire.
The Role
The Customer Care Coordinator plays a key role delivering a high standard of customer service throughout the post-completion journey, ensuring timely communication, defect resolution, and system accuracy in line with the company expectations.
Working closely with the Customer Care team, the coordinator is responsible for managing customer issues and ensuring a clear and smooth path to resolution, supporting our commitment to high standards and customer satisfaction.
This role reports of the Division’s Head of Customer Care.
Principal accountabilities of the Customer Care Coordinator role include:
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Positively contribute to the level of service delivered to our customers
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Contact customers during their warranty period to check satisfaction and provide updates on reported issues.
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Respond to customer emails professionally and within agreed service level agreements (SLAs).
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Monitor incoming call volumes and work with the Customer Care team to ensure consistent service coverage during office hours.
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Maintain accurate records by updating plot, customer, and subcontractor details in customer care systems.
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Build strong rapport with customers through courtesy calls, home visits, and drop-in sessions at designated developments.
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Champion the NHBC Customer Satisfaction Survey through positive engagement throughout the customer journey.
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Liaise with subcontractors to ensure timely and effective defect resolution.
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Identify and report subcontractor performance concerns to the Head of Customer Care to uphold standards and support cost recovery.
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Coordinate with the Customer Care Operative to arrange appointments, identify defects, and manage material supply to ensure smooth resolution and reduce repeat visits.
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Assist in managing customer complaints in line with the Company Procedure, escalating formal complaints and potential issues to the Head of Customer Care.
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Support divisional customer outcomes and experience by contributing to service quality and operational efficiency, including active participation in team meetings, site closure meetings, and ad hoc sessions.
Experience, Qualifications and Skills
Experience
Qualifications and Training
Skills and Aptitude
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Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of people
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Ability to liaise with internal and external personnel
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Strong administration skills with the ability to coordinate numerous priorities during the working day
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Ability to work to deadlines in a fast-paced environment
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Ability to work on own initiative and as part of a team
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Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and outlook)
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Committed to diversity and inclusion
The Role and Working Conditions
