Customer Care Coordinator (Repairs & Aftercare)
Salary: £26,500 - £27,500 per annum
Contract: Temp - Sick cover (4 weeks initially)
Location: Sunderland
Hours: Monday-Friday, 9:00am-5:00pm
Posted: 28/04/2026
Reference: JW-A-1_1777383813
The Role
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
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