Site Angels is delighted to be supporting a leading national housebuilder in the recruitment of a Senior Customer Care Coordinator to join their established team based in Livingston.
This is an excellent opportunity for an experienced Customer Care Coordinator from a housebuilding background who is ready to take the next step in their career and play a key role supporting both customers and the wider Customer Care team.
The Role
Reporting directly to the Head of Customer Care, you will play a pivotal role in delivering an exceptional customer experience throughout the post-completion journey. You will act as a senior point of contact for customer escalations, support the wider team with workload management and contribute towards departmental performance and continuous improvement initiatives.
Key Responsibilities
* Manage customer queries and defects through to successful resolution
* Support the Customer Care team with workload planning and prioritisation
* Act as deputy to the Head of Customer Care when required
* Handle escalated complaints and complex customer issues
* Coordinate remedial works with subcontractors and internal teams
* Monitor NHBC claims and customer satisfaction performance
* Manage purchase orders, material costs and contra charges
* Produce reports and maintain accurate departmental records
* Attend site meetings and contribute to customer care strategy
* Champion excellent customer service in line with their Customer Charter
What We’re Looking For
* Previous Customer Care Coordinator experience within a housebuilding environment is essential
* Experience managing customer defects and aftercare processes
* Strong communication and relationship-building skills
* Excellent organisational and administration abilities
* Ability to prioritise workloads in a fast-paced environment
* Proficient in Microsoft Office applications
* A proactive and customer-focused approach
What’s On Offer?
* Salary from £29,000 to £35,000 depending on experience
* Annual bonus scheme
* 25 days holiday plus bank holidays
* Holiday purchase scheme
* Contributory pension
* Life assurance
* Cycle to Work Scheme
* Employee discounts and benefits portal
* Career development opportunities within a leading UK housebuilder
If you have previous housebuilding customer care experience and are looking for your next challenge, we’d love to hear from you