Job Title: Senior Customer Care Coordinator Location: South Midlands, B80 Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as a Senior Customer Care Coordinator and step into a role where your success is celebrated, your growth supported, and your work truly matters. Why Persimmon Homes? At Persimmon, we don't just build homes - we build careers. When you join us as a Senior Customer Care Coordinator, you'll benefit from: Competitive salary 5* housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfaction Life Cover & Contributory Pension Employee Benefits Platform - giving you access to high-street discounts, wellbeing support, and more Committed to diversity, inclusion, and empowering your development What is the role? We are excited to be recruiting for a Senior Customer Care Coordinator to join our team. This role reports into the Head of Customer Care/Operations Manager. The Senior Customer Care Coordinator will communicate with our customers, site managers, directly employed maintenance operatives and contractors to encourage customers to provide us with information about any problems that they may have, to record that information carefully on our computer system, and to arrange for their problems to be addressed as quickly as possible by coordinating appointments, labour and parts. Support the team to ensure that all KPI's are delivered to the customers and the business. Primary Responsibilities Providing an effective support function to our homeowners Ensuring communications with customers regarding defects are dealt with in a professional and timely manner, adhering to Customer Care Policies and Procedures Ensure correspondence to customers and customer defects are dealt with in a cost-effective, professional and timely manner, to ensure the Persimmon Pledge and Customer Care Policies and Procedures are adhered to Responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure Attend site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives/Operations Manager. Ensure that the team deliver weekly updates regarding KPI's Work closely with other departments across the company (i.e., Construction, Sales, Surveying and Technical) to ensure communication is optimal and the company achieves its KPIs Issuing works orders to maintenance operatives and sub-contractors and monitoring progress through to completion Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout team Carrying out general administration duties What experience do I need? Previous Customer Care experience within a fast paced and busy environment Experience within the housing or construction industry is desired but not essential The successful candidate must have excellent communication skills and attention to detail when capturing and logging customer information The ability to remain calm and focussed in pressurised situations, with proactive problem solving skills You must be IT literate, with a good working knowledge of Word, Excel and Outlook Knowledge of COINS is an advantage but not essential as training will be provided Before submitting your application, please take a moment to review our privacy policy, which is available on our corporate website, which will detail how we will process your personal data. ADZN1_UKTJ