Job Title Customer Care Coordinator
Role Type Permanent/Full Time
Job Location Billingshurst
Reports to Head of Customer Care
The Company
From day one, Thakeham has been driven by a clear vision: to transform the way people think about new-built developments. Over 20 years later, that ethos is still very much alive, reflected in our numerous awards and reputation in the sector.
An infrastructure-led community creator and strategic land promoter, Thakeham is committed to partnerships, innovation and creating amazing places to live and work. We are industry-leading in sustainability and biodiversity. We were one of the first to introduce Zero Bills homes in partnership with Octopus Energy.
We pride ourselves on our ‘Infrastructure first’ approach, ensuring communities benefit from new development at the outset rather than later in the process. We deliver social, affordable and retirement housing for a wide range of housing associations and local authorities.
People are Thakeham’s most important asset, and this is reflected in the way we operate. We are proud to be listed in the Top 50 Best Mid-Sized Companies to Work For 2025.
With around 185 employees, our people enjoy excellent rewards and working conditions in an exciting business that offers career opportunities. Thakeham is keen to develop, guide, and support our employees, regardless of their career stage.
We value diversity and encourage people to bring their full, authentic selves to work. A Gold Armed Forces Covenant signatory and supporter of the armed forces’ charity Building Heroes, Thakeham operates a Talent for Development outreach campaign for military veterans and college leavers.
We combine meaningful work with opportunities to give back, through volunteering and fundraising initiatives that support our communities such as the Housebuilder Challenge and offering two paid volunteering days per year to do so. Where roles allow, our summer hours policy in June, July and August allows people to enjoy longer weekends with their loved ones. A flexible approach to working is available all year round.
At Thakeham, we build communities together.
The Department
The Customer Care team plays a vital role in ensuring the quality of our homes through thorough inspections, supporting homeowners as they settle in, and nurturing strong relationships via phone and on-site interactions. Our mission is to deliver exceptional service and create a warm, welcoming environment where every customer feels appreciated.
We are seeking a Customer Care Coordinator to assist the Customer Care team with daily tasks and serve as the primary point of contact for customers reporting defects and handling any post-occupation enquiries.
The Job Role
The successful candidate will;
· Onboard partnership housing providers and establish effective working processes between care teams.
· Manage client enquiries and job tasks raised, ensuring timely responses, regular updates, and high levels of customer service.
· Monitor and support delivery of partnership agreements, ensuring contractual and Service Level Agreement commitments are achieved.
· Produce and distribute progress reports, highlighting performance, risks, outstanding actions, and recovery plans in response breaches.
· Coordinate and oversee subcontractors, suppliers, and external trades to ensure timely resolution of defects and remedial works. Raise and monitor failure notices and redeployment where required.
· Issue work instructions, obtain quotations, order materials, and monitor works through to completion.
· Manage cost recovery activities, including contra-charges and first-level approval of supplier invoices.
· Maintain accurate records, documentation, and data within business systems and in line with GDPR requirements.
· Coordinate inspections, end-of-defect works, and insurance claim administration where applicable.
· Handle initial client and resident complaints, investigating and escalating in accordance with company procedures.
· Provide administrative support, including record management, evidence collation, reporting, and meeting coordination.
· Work collaboratively with Construction, Technical, Commercial, and other internal teams to resolve defects and improve service delivery.
This list is not exhaustive. Tasks will evolve in line with the individual's development, experience, and business operational requirements
The Required Skills
· Excellent communication skills, both written and verbal, are essential
· Customer-focused with a commitment to delivering exceptional service
· Ability to interact confidently and constructively with colleagues at all levels
· Proficient in MS Office applications, including Word, Excel and Outlook.
· Knowledge of Coins is advantageous
· Excellent attention to detail and strong organisational skills.
· Capable of managing time effectively and prioritising tasks efficiently.
· Maintain a professional attitude, exercising discretion and confidentiality at all times.
· Works well within a team environment and contributes positively to group efforts.
· Adaptable and willing to take on a diverse range of responsibilities.
· Self-motivated with the ability to work independently and offer practical solutions.
· Previous experience in a customer care role is preferred.
The Benefits
- Competitive salary
- Salary sacrifice car scheme
- Annual holiday allowance 26 days increasing to 27 after 3 years' service and 28 after 5yrs service (plus bank holidays)
- Life assurance
- Private medical insurance
- Health screening
- Pension scheme
- Bonus scheme
- Flexible working hours in a modern office environment / Working from Home Policy
- Excellent development and progression opportunities for the right candidate
- Company Social events
Plus a whole range of other employee benefits that we can tell you all about, our employees are rewarded for their performance, attitude and results.
#happytotalkflexibleworking
Thakeham is committed to providing equal opportunities in employment and treating people fairly. We will treat all job applicants and employees equally regardless of age, race, religious belief, colour, ethnic or national origin, sex, marital status, sexual orientation or disability. We welcome applicants from all sectors of society and we are committed to promoting an inclusive environment for all.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- On-site parking
- Referral programme
Work Location: Hybrid remote in Billingshurst RH14 9GN
