Senior Customer Care Coordinator – Step-Up Opportunity
Location: Fort Dunlop, Birmingham
Salary: £28,000 + £3700 bonus (achievable)
Hours: Mon–Fri, 8:30am–5pm (with 8am–4pm option on Fridays)
Type: Permanent, Full-Time
Sourced Recruitment Group is proud to be representing one of the UK’s most reputable 5-star national housebuilders, known for quality, consistency, and customer service. We're supporting their search for a Customer Care Coordinator to join a high-performing team in the West Midlands—and they're open to promoting the right person from an intermediate level.
🌟 Ready for the Next Step?
This business will back the right person. If you’ve got the right mindset, communication skills, and some exposure to reporting/KPIs, they’re ready to help you make with future progression
👥 Team Structure
You’ll join a collaborative, established customer care team that includes:
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2 full-time Senior Customer Care Coordinators
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2 coordinators
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2 part-time Coordinator
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2 Customer Liaison Officers
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3 Technicians
Each coordinator manages a defined region (South or West), keeping workloads balanced and focused.
🧭 Your Role
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Coordinate remedial works across multiple live developments (from Stoke-on-Trent to Weston-super-Mare)
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Own communication with customers, trades, and site teams
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Track and report on departmental KPIs like HBF scores, spend per plot, and booked-in rates
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Use COINS (or similar platforms) to log, track and monitor performance (note: business is moving to Dynamics)
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Support team performance and quality by working proactively and professionally
🧱 What We’re Looking For
✅ Experience in Customer Care/Aftercare for a housebuilder
✅ Strong communication and organisational skills
✅ Familiarity with CRM systems (COINS, Dynamics or similar)
✅ Ideally worked with or alongside volume housebuilders
✅ A team player who can lead by example—even if you’ve never formally managed others
💷 What’s on Offer
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£28,000 base salary
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£3,700 annual performance bonus (regularly achieved)
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Strong benefits package (holidays, pension, etc.)
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Long-term career support and a pathway into management
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A genuinely friendly, down-to-earth regional team with solid values
🏢 Location
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Current office: Fort Dunlop, Birmingham – easily accessible
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Sites cover the West Midlands from Stoke to Weston-super-Mare
🚀 Next Steps
If you're looking for that next big step in your housebuilding career and want to work for a national 5-star builder who’ll invest in your growth, hit apply.
Sourced Recruitment Group is hiring on behalf of our client. All applications are fully confidential