Customer Service Coordinator

The Customer Service Co-Ordinator (CSC) is responsible for the day-to-day management of all administration relating to customer issues and complaints. The role takes ownership of ongoing customer issues, ensuring appropriate allocation of resources including Customer Service Operatives and contractors to undertake remedial works within customers’ homes.

The CSC ensures a high standard of customer service in line with the expectations of a 5* housebuilder, maintaining the values, quality, and standards of the business. The role also involves monitoring performance, managing data, escalating issues where required, and contributing to continuous improvement through feedback and reporting.

KEY ACCOUNTABILITIES

Administration of Customer Issues

• Monitor and manage the Customer Services email inbox
• Log all customer communications (calls/emails) accurately on Housebuilder systems
• Liaise with NHBC claims department where required
• Provide feedback to Production regarding recurring defects or materials
• Maintain accurate and up-to-date customer plot files and system records
• Archive site information (pre- and post-occupation)
• Review incomplete operative visits and contractor works, ensuring follow-up actions
• Ensure customer journey communications are issued in line with timelines

Management of Contractors and Customer Service Operatives

• Allocate work effectively to operatives, site teams, and contractors
• Act as a key point of contact for operatives, providing technical and personal support
• Coordinate NHBC and other inspections
• Monitor contractor performance and report concerns
• Manage and balance operative diaries and scheduling systems
• Support operatives with system use (e.g. Housebuilder App)
• Ensure materials are available to complete works

Managing Remediation of Outstanding Issues

• Maintain reasonable timescales for remedial works
• Keep customers informed throughout the process
• Address and escalate poor or unsuccessful remediation
• Report recurring defects to the Head of Customer Service

Cost Management

• Order materials and manage associated costs
• Process invoices and ensure contra-charges are communicated to the commercial team

Data Capture and Reporting

• Ensure accurate data capture within Housebuilder systems
• Complete property registrations to NPA

Health and Safety

• Ensure all Customer Service Operatives follow Health & Safety procedures
• Ensure compliance with site regulations at all times

SKILLS AND QUALIFICATIONS

• Proven experience in a customer service role, ideally within housebuilding or construction
• Strong knowledge of NHBC standards and defect management processes
• Excellent organisational and administrative skills
• Ability to manage multiple priorities and meet deadlines
• Strong communication and interpersonal skills
• Competent in IT systems and customer service platforms (e.g. Housebuilder)
• Problem-solving mindset with attention to detail

COMPETENCIES

• Ability to build relationships and act with integrity
• Strong communication and collaboration skills
• Well organised with effective planning ability
• Proactive problem solver who strives for high standards
• Ability to make informed and confident decisions
• Self-motivated with a strong sense of ownership and accountability

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