Who are Croudace Homes?
Croudace Homes is a family-owned housebuilder with a proud heritage dating back to 1946. Operating across the Southeast of England from our regional offices in Caterham, Letchworth, and Theale, we're committed to building high-quality homes and careers. Our reputation is built on trust, attention to detail, and a passion for creating communities that stand the test of time.
At Croudace, we believe that a solid foundation starts with the right people. Fostering a culture of open communication, respect &continuous growth, we listen to our people, celebrate contributions at every level, and provide meaningful development opportunities. With a strong focus on well-being and work-life balance, we create an environment where our employees feel valued, motivated, and empowered to succeed-because when our people thrive, so does our business. We're proud of our low staff turnover and long employee tenures, which reflect the positive experience of working at Croudace.
CUSTOMER CARE CO-ORDINATOR
We are currently looking for a Customer Care Co-ordinator to join award winning customer care team in Letchworth.
What you'll be doing:
The Customer Care Coordinator plays a pivotal role in supporting the delivery of high-quality aftercare services to homeowners on behalf of Croudace Homes Limited. Acting as a central point of coordination, you will ensure customer enquiries and reported defects are assessed, prioritised, and progressed efficiently, helping the wider team maintain strong satisfaction levels and meet regulatory and service standards, including those set by NHBC and the New Homes Quality Board. You will use your administrative expertise, problem-solving and customer interaction skills, offering exposure to multiple departments and processes across the business. It is an important role within the team, providing structure, continuity, and insight that supports both operational performance and continuous improvement.
Key areas of responsibility include:
* Coordinating customer requests and defect resolutions
* Scheduling inspections and contractor visits
* Monitoring service targets and completion times
* Liaising with internal teams and external partners
* Maintaining accurate system records and documentation
Skills & knowledge you'll bring:
Previous experience in a customer service, customer care, or administrative coordination role.
Strong organisational and prioritisation skills, with the ability to manage multiple tasks and deadlines simultaneously.
Excellent verbal and written communication skills, able to interact professionally with customers, colleagues, and contractors.
Sound problem-solving ability and confidence making routine decisions independently.
Good numeracy and literacy skills, with attention to detail when handling records, invoices, and system data.
Ability to interpret information, follow procedures, and accurately record customer issues within internal systems.
Resilience and emotional intelligence when handling challenging or sensitive customer situations.
Competent IT skills, including experience using Microsoft Word and Excel, databases or customer management systems. COINS knowledge an advantage.
Desirable
Experience working within the housebuilding, construction, property, or maintenance sector.
Working knowledge of common household defects or building-related issues.
Familiarity with warranty standards or customer care frameworks, such as those set by NHBC and the New Homes Quality Board
Experience coordinating contractors, suppliers, or field-based teams.
Demonstrated ability to identify process improvements or efficiency opportunities.
Understanding of service level agreements (SLAs), KPIs, or performance tracking.
Why join Croudace?
At Croudace Homes, we believe our people are our greatest asset-and we're committed to rewarding and supporting them. In return for your skills and dedication, you'll receive a competitive package that includes (role dependant):
26 days holiday, increasing with service, plus an additional day off to celebrate your birthday
Generous Pension Scheme with up to 10% employer contribution
Discretionary bonus to recognise your performance and contribution
Wellbeing benefits: discounted gym membership, a *health cash plan (with cover for children), *private Bupa healthcare (based on role & service length), mental health support via our EAP programme including access to counselling, bi-annual health checks
Life assurance cover of up to 8x your annual salary
Up to three paid volunteer days each year to get involved in meaningful community projects
Training and development opportunities, including support for professional memberships and continued career progression
Enhanced Family Friendly leave options, recognising that starting or growing a family takes many forms
Vehicle allowance (role dependant) with free onsite parking and free electric car charging
Everything else: *retail discount platform, free fruit in the office, monthly dress down Friday raising money for nominated charities, fund match for charity sponsorship and modern offices that facilitate collaborative working
*dependent on length of service
At Croudace, we don't just build homes-we build fulfilling careers. Whether you're starting out or bringing years of experience, you'll find a workplace that genuinely supports your development and celebrates your success. If you'd like to find out more about this role, please don't hesitate to get in touch at recruitment@Croudace.co.uk
If you believe you have the skills and experience we're looking for, we'd love to hear from you. Apply today and make the next move in your career with Croudace Homes
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