Senior Customer Care Coordinator
Location: Livingston
Permanent, Full-Time (Mon-Fri 9-5)
Salary from £29,000
⏰ASAP Start!!!
Office Angels are delighted to be recruiting for a fantastic opportunity with a well-established housebuilder for an experienced Senior Customer Care Coordinator.
About the role
This is a key position within the Customer Care team, where you'll play a vital role in delivering a first-class post-completion experience to homeowners.
As a senior member of the team, you'll be trusted to handle more complex cases, support colleagues, and step in for escalations when required. You'll work closely with the Head of Customer Care, helping to drive service standards, improve processes, and ensure everything runs smoothly day to day.
What you'll be doing
* Managing escalated complaints and complex customer issues through to resolution
* Supporting the wider Customer Care team with workload coordination
* Building strong relationships with customers through calls, updates and site visits
* Coordinating remedial works in line with service level agreements
* Maintaining accurate records of NHBC claims and tracking progress
* Managing purchase orders, costs, and contra charges
* Producing reports to support performance and decision-making
* Contributing to meetings, site closures and continuous improvement initiatives
What we're looking for
Experience within a housebuilder Customer Care environment is essential
You'll also bring:
* Proven experience as a Customer Care Coordinator (senior-level exposure preferred)
* Strong understanding of NHBC / NHQC standards
* Confidence in handling escalations and resolving complex cases
* Excellent organisational and multitasking skills
* Strong communication skills and the ability to build rapport easily
* A proactive, team-focused approach
* Full UK driving license (occasional travel to sites required)
What's in it for you?
* Competitive salary from £29,000
* Annual bonus (after 1 year's service)
* 25 days holiday + bank holidays
* ➕ Option to buy up to 5 additional days (after 1 year)
* Pension scheme
* ️ Access to discounts and benefits portal
* Cycle to Work scheme
* ShareSave scheme
* ❤️ Life assurance
* Ongoing development and learning opportunities
Why apply?
If you're already working in housebuilding customer care and ready to step up into a more senior, influential role - this is a brilliant opportunity to make your mark in a fast-paced, supportive environment.
Hit 'apply now', send your CV to anna.mcinnes@office-angels.com or call 01506 832250 for more information!
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