Customer Care Co-Ordinator
JW-A-1_1777383810 Posted: 28/04/2026 Customer Care Coordinator (Repairs & Aftercare) Contract: Temp - Sick cover (4 weeks initially)Location: SunderlandHours: Monday-Friday, 9:00am-5:00pmContract: Temporary (Sick Cover)Rate/Salary: £26,500 - £27,500 dependent on experienceThe RoleWe're recruiting for a Customer Care Coordinator to provide sick cover within a busy social housing customer care team in Sunderland. This is a fast-paced role focused on providing high quality customer care.You'll act as a key point of contact for tenants/residents and internal teams, ensuring cases are logged accurately, progressed efficiently and resolved within agreed service standards.Key Responsibilities* Managing inbound customer queries relating to repairs, defects and aftercare* Logging, updating and closing cases using a customer care system (Clixifix experience desirable)* Tracking tickets from report → assignment → resolution, ensuring clear case notes throughout* Coordinating with site teams, subcontractors and supervisors to progress and resolve issues* Managing contractor appointments and access arrangements* Keeping residents informed with clear, timely updates and setting expectations professionally* Monitoring SLAs and escalating cases where required* Resolving complaints professionally and empathetically* Maintaining accurate records, uploading photos/documents and ensuring a full audit trail* Supporting basic reporting and performance tracking where required* Ensuring compliance with customer care standards and data protection requirementsEssential Experience & Skills* Proven customer service experience (social housing/repairs/maintenance/construction or FM preferred)* Strong written and verbal communication skills* Experience handling complaints and sensitive conversations* High attention to detail with strong administration and case management skills* Confident liaising with internal teams and external contractors/subcontractors* Comfortable working in an SLA/KPI-driven environment* Competent with Microsoft Office (Outlook, Word, Excel)
Desirable
* Experience using Clixifix customer care software* Experience within social housing, regeneration, or maintenance contracts* Understanding of repairs/defects workflows and aftercare processes* Experience working for a principal contractor or housing associationInterested?Please submit your CV or call Jess on 01618869670