Customer Care & Quality Coordinator in Gateshead

At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference, combined with creating a safe and inclusive working environment for all colleagues. We are positive about making adjustments and providing flexible working. If this could work for you, we would be happy to discuss it with you.

The Customer Care Coordinator plays a key role delivering a high standard of customer service throughout the post‑completion journey, ensuring timely communication, defect resolution, and system accuracy in line with the Bellway Customer Care Charter, NHBC, and NHQC expectations. Working closely with the Customer Care team, the coordinator manages customer issues and ensures a clear and smooth path to resolution, supporting our commitment to high standards and customer satisfaction. The role reports to the Division’s Head of Customer Care.

• Positively contribute to the level of service delivered to our customers, in line with the Bellway Customer Care Charter and the standards expected by the NHBC and NHQC.
• Contact customers during their warranty period to check satisfaction and provide updates on reported issues.
• Respond to customer emails professionally and within agreed service level agreements (SLAs).
• Monitor incoming call volumes and work with the Customer Care team to ensure consistent service coverage during office hours.
• Maintain accurate records by updating plot, customer, and subcontractor details in customer care systems.
• Build strong rapport with customers through courtesy calls, home visits, and drop‑in sessions at designated developments.
• Champion the NHBC Customer Satisfaction Survey through positive engagement throughout the customer journey.
• Liaise with subcontractors to ensure timely and effective defect resolution.
• Identify and report subcontractor performance concerns to the Head of Customer Care to uphold standards and support cost recovery.
• Coordinate with the Customer Care Operative to arrange appointments, identify defects, and manage material supply to ensure smooth resolution and reduce repeat visits.
• Assist in managing customer complaints in line with Bellway’s Complaints Procedure, escalating formal complaints and potential issues to the Head of Customer Care.
• Support divisional customer outcomes and experience by contributing to service quality and operational efficiency, including active participation in team meetings, site closure meetings, and ad hoc sessions.

• Significant relevant experience of working in a fast‑paced Customer Care environment.
• Experience of working as a Customer Care Coordinator is advantageous.

• GCSE Maths and English – Grade 4/C (or equivalent).
• Customer Care qualification would be advantageous.

• Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of people.
• Ability to liaise with internal and external personnel.
• Strong administration skills with the ability to coordinate numerous priorities during the working day.
• Ability to work to deadlines in a fast‑paced environment.
• Ability to work on own initiative and as part of a team.
• Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and Outlook).
• Committed to diversity and inclusion.

• Willing to be flexible in respect to day‑to‑day duties and hours worked.
• Ability to travel to all development sites and the divisional office.

• Competitive salary.
• Competitive annual bonus.
• Contributory pension scheme.
• 25 days holiday, plus bank holidays.
• Access to discounts and benefits portal.
• ShareSave Scheme.
• Cycle to Work Scheme.
• Life assurance.
• Holiday Purchase Scheme.
• Earn and Learn Opportunities.

We reserve the right to close this vacancy if a large volume of applications are received.