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- Tasks: Provide top-notch customer care and manage repair queries in a fast-paced environment.
- Company: Join a dynamic social housing team in Sunderland with a focus on community support.
- Benefits: Competitive salary, supportive team, and valuable experience in customer service.
- Other info: Opportunity for growth in a rewarding role with a focus on teamwork.
- Why this job: Make a real difference by helping residents and ensuring their needs are met.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 26500 - 27500 £ per year.
We're recruiting for a Customer Care Coordinator to provide sick cover within a busy social housing customer care team in Sunderland. This is a fast‑paced role focused on providing high quality customer care. You’ll act as a key point of contact for tenants/residents and internal teams, ensuring cases are logged accurately, progressed efficiently and resolved within agreed service standards.
Key Responsibilities
- Managing inbound customer queries relating to repairs, defects and aftercare
- Logging, updating and closing cases using a customer care system (Clixifix experience desirable)
- Tracking tickets from report → assignment → resolution, ensuring clear case notes throughout
- Coordinating with site teams, subcontractors and supervisors to progress and resolve issues
- Managing contractor appointments and access arrangements
- Keeping residents informed with clear, timely updates and setting expectations professionally
- Monitoring SLAs and escalating cases where required
- Resolving complaints professionally and empathetically
- Maintaining accurate records, uploading photos/documents and ensuring a full audit trail
- Supporting basic reporting and performance tracking where required
- Ensuring compliance with customer care standards and data protection requirements
Essential Experience & Skills
- Proven customer service experience (social housing/repairs/maintenance/construction or FM preferred)
- Strong written and verbal communication skills
- Experience handling complaints and sensitive conversations
- High attention to detail with strong administration and case management skills
- Confident liaising with internal teams and external contractors/subcontractors
- Comfortable working in an SLA/KPI-driven environment
- Competent with Microsoft Office (Outlook, Word, Excel)
Desirable
- Experience using Clixifix customer care software
- Experience within social housing, regeneration, or maintenance contracts
- Understanding of repairs/defects workflows and aftercare processes
- Experience working for a principal contractor or housing association
Customer Care Co-Ordinator employer: The Construction Index Ltd
Contact Detail:
The Construction Index Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Co-Ordinator
✨Tip Number 1
Network like a pro! Reach out to your connections in the social housing sector and let them know you're on the lookout for a Customer Care Coordinator role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Brush up on your customer service skills and be ready to share examples of how you've handled complaints or tricky situations in the past. We want to see that you can keep your cool and resolve issues like a champ!
✨Tip Number 3
Show off your tech skills! If you’ve got experience with Clixifix or similar systems, make sure to highlight that in conversations. Being comfortable with customer care software is a big plus in this role, so let’s flaunt it!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to apply directly. Let’s get you that Customer Care Coordinator position!
We think you need these skills to ace Customer Care Co-Ordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care Coordinator role. Highlight your relevant experience in customer service, especially in social housing or repairs, to show us you’re the right fit!
Show Off Your Communication Skills: Since this role involves a lot of communication with tenants and internal teams, let your written application reflect your strong communication skills. Use clear and concise language to demonstrate how you can handle sensitive conversations and complaints.
Detail Your Experience: We love attention to detail! When listing your previous roles, be specific about your responsibilities and achievements, especially those related to case management and customer care systems like Clixifix. This will help us see how you can contribute to our team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at The Construction Index Ltd
✨Know Your Customer Care Basics
Brush up on your customer service skills, especially in the context of social housing. Be ready to discuss your previous experiences handling repairs and aftercare, as well as how you’ve managed complaints. This will show that you understand the role and can hit the ground running.
✨Familiarise Yourself with Clixifix
If you have experience with Clixifix or similar customer care systems, make sure to highlight it. If not, do a bit of research on how it works and be prepared to discuss how you would adapt to using it. Showing initiative here can really impress the interviewers.
✨Demonstrate Strong Communication Skills
Since this role involves liaising with tenants and contractors, practice articulating your thoughts clearly and professionally. Think of examples where you’ve successfully communicated complex information or resolved issues through effective dialogue.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities and empathy. Prepare by thinking of specific situations where you’ve had to manage customer expectations or resolve complaints, and be ready to explain your thought process and outcomes.