Customer Care Coordinator
The Customer Care Coordinator will act as the main point of contact for warranty defects and additional works, coordinating appointments, monitoring service levels, and keeping customers and house builders informed from first contact through to completion and invoicing.
This role works closely with internal operatives, house builders, customers, and site teams to ensure remedial works are scheduled efficiently and completed within agreed timelines.
Core responsibilities
· Centralise, log, and track incoming warranty defects and additional works requests from house builders.
· Contact customers by phone, email, and text to arrange appointments for works.
· Maintain and coordinate diaries for internal operatives to ensure appointments are booked efficiently.
· Provide regular updates to house builders regarding resolution timelines for open issues.
· Ensure SLA’s for each house builder is adhered to and met.
· Provide quotes and obtain order numbers for works outside of warranty issues.
· Track completed jobs and invoice for works accordingly.
Key Skills and Experience
· Experience Microsoft Excel, Word and Outlook.
· Ability to remain calm and professional when handling complex situations and frustrated customers.
· Skilled at managing SLA deadlines set by major housebuilders and commercial developers
Pay: £26,000.00-£32,000.00 per year
Work Location: Hybrid remote in Shildon
