At a Glance
- Tasks: Support homeowners by managing queries and resolving issues with empathy and professionalism.
- Company: Join Persimmon Homes, a leading UK housebuilder with a commitment to quality and customer satisfaction.
- Benefits: Enjoy life cover, pension contributions, health care, and exclusive employee discounts.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in customers' lives while building a rewarding career.
- Qualifications: Strong communication skills and experience in customer complaint resolution are essential.
The predicted salary is between 31500 - 38500 £ per year.
Join Persimmon Homes as Customer Care Coordinator
Looking for a career where your ambition meets real opportunity?
Join Persimmon Homes as Customer Care Coordinator and step into a role where your success is celebrated, your growth supported, and your work truly matters.
Why Persimmon Homes?
We’re one of the
UK’s largest and most established housebuilders — FTSE 100 listed, with 29 regional offices and thousands of quality homes built every year.
At Persimmon, we don’t just build homes — we build careers. When you join us as Customer Care Coordinator, you’ll benefit from:
5* housebuilder -
Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
- Life Cover & Contributory Pension
- Health Care
- Bonus
- 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?
This is an exciting opportunity to join the customer care team as a Customer Care Coordinator.
You will play a leading role in ensuring that our customers feel genuinely supported and cared for - coordinating the resolution of issues in their homes with speed, professionalism, and empathy.
You will be the vital link between our customers, contractors, and internal teams, making sure that every step of the journey runs smoothly and meets our high service standards.
- What you’ll do as Customer Care Coordinator
- Act as the first point of contact for homeowners, managing queries across phone, email and customer portals with professionalism and empathy.
- Take ownership of your portfolio, proactively communicating updates and diagnosing issues to ensure timely and effective resolutions.
- Log all customer interactions accurately in COINS and maintain clear records.
- Coordinate works by scheduling maintenance operatives and subcontractors’ appointments and monitor progress through to completion while keeping customers informed throughout.
- Conduct courtesy calls to monitor satisfaction and deliver against agreed SLAs, aiming to exceed expectations.
- Build strong relationships with contractors and internal teams, liaising with specialists where required.
- Attend site visits when necessary to support customers and operational teams.
- Monitor activity against the Customer Care Timeline, ensuring compliance with the New Homes Quality Code and supporting continuous improvement, including HBF 5-star standards.
- Provide administrative support, including documentation, contra-charging and general office duties.
What experience do I need?
- Excellent written and verbal communication skills, with the ability to build rapport and manage sensitive customer interactions.
- Proven experience handling, containing, and de-escalating customer complaints to achieve positive outcomes.
- Previous complaints management and resolution experience, ideally within a regulated environment such as the New Homes Quality Code.
- Strong case management skills, with the ability to prioritise workloads and meet strict Ombudsman and regulatory deadlines.
- Confident reviewing complex complaint cases and presenting resolution recommendations to senior stakeholders.
- Customer-focused, taking ownership of complaints from receipt through to resolution while striving to exceed satisfaction targets.
- Calm and resilient under pressure, with strong problem-solving and decision-making abilities.
- Highly organised and detail-oriented, able to manage multiple priorities in a fast-paced environment.
- Proficient in Microsoft Office applications and comfortable learning new systems (COINS experience advantageous).
- Collaborative team player with flexibility, initiative, and a commitment to delivering fair customer outcomes.
- Full driving licence and access to a vehicle desirable for site visits.
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Customer Care Coordinator in Newcastle upon Tyne employer: Persimmon plc
Persimmon Homes is an exceptional employer, offering a dynamic work environment in Exeter where you can lead a dedicated Legal Land Team. With a strong focus on employee growth and development, we provide opportunities for professional advancement while fostering a collaborative culture that values innovation and teamwork. Our commitment to affordable housing and community development makes your work not only rewarding but also impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Coordinator in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Persimmon plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Persimmon plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Coordinator in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Persimmon plc:Your cover letter is your chance to shine! Tell us why you want to work at Persimmon plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Persimmon plc!
How to prepare for a job interview at Persimmon plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
