Blue Diamond Recruitment is proud to support a leading five star house builder who can boast over 20 regional offices across England, Scotland and Wales. The company has grown from a family firm, established more than 70 years ago, into a respected national brand, selling over ten thousand homes a year.
Our client recognise that people are the key to their success, they are working towards becoming a more inclusive employer that values and respects individual differences in the workplace.
A full time, permanent position has become available for a Customer Care Coordinator to join their regional East Midlands office located in Leicestershire. This position will report directly to the Head of Customer Care.
As a Customer Care Coordinator, you will play 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's Customer Care Charter, NHBC and NHQC expectations.
Working closely with the Customer Care team, the coordinator will be responsible for managing customer issues and ensuring a clear and smooth path to resolution, supporting our commitment to high standards and customer satisfaction.
The successful candidate will work closely with Customer Care Coordinators, Head of Customer Care, Customer Care Operatives, Site Managers, Assistant Site Managers, Sales Team internally and Customers, Sub-Contractors, NHBC externally.
Key Responsibilities;
* Positively contribute to the level of service delivered to our customers, in line with the company's Customer Care Charter and the standards expected by the NHBC and NHQC.
* Respond to customer emails professionally and within agreed service level agreements (SLAs).
* Monitor incoming call volumes and work with the Customer Care team to ensure consistent service coverage during office hours.
* Maintain accurate records by updating plot, customer, and subcontractor details in customer care systems.
* Build strong rapport with customers through courtesy calls, home visits, and drop-in sessions at designated developments.
* Champion the NHBC Customer Satisfaction Survey through positive engagement throughout the customer journey.
* Liaise with subcontractors to ensure timely and effective defect resolution.
* Identify and report subcontractor performance concerns to the Head of Customer Care to uphold standards and support cost recovery.
* Coordinate with the Maintenance Operative to arrange appointments, identify defects, and manage material supply to ensure smooth resolution and reduce repeat visits.
* Assist in managing customer complaints in line with Complaints Procedure, escalating formal complaints and potential issues to the Head of Customer Care.
* 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;
* Significant relevant experience of working in a fast-paced Customer Care environment
* Experience of working as a Customer Care Coordinator is advantageous
Qualifications and training;
* GCSE Maths and English – Grade 4/C or above (or equivalent)
* Customer Care qualification would be advantageous
Skills and Aptitude;
* Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of people
* Ability to liaise with internal and external personnel
* Strong administration skills with the ability to coordinate numerous priorities during the working day
* Ability to work to deadlines in a fast-paced environment
* Ability to work on own initiative and as part of a team
* Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and outlook)
* Committed to diversity and inclusion
Working conditions;
* Willing to be flexible in respect to day-to-day duties and hours worked
* Ability to travel to all development sites and the divisional office
In return, our client is offering a competitive salary and benefits package (negotiable dependent on experience).
To apply, please send your CV to or call for further information.
Please visit our website to view all vacancies within house building, residential development and construction.
Blue Diamond Recruitment Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.
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