Site Angels is delighted to be supporting a leading national housebuilder in the recruitment of a Senior Customer Care Coordinator to join their established team based in Livingston.
This is an excellent opportunity for an experienced Customer Care Coordinator from a housebuilding background who is ready to take the next step in their career and play a key role supporting both customers and the wider Customer Care team.
The Role
Reporting directly to the Head of Customer Care, you will play a pivotal role in delivering an exceptional customer experience throughout the post‑completion journey. You will act as a senior point of contact for customer escalations, support the wider team with workload management and contribute towards departmental performance and continuous improvement initiatives.
Key Responsibilities
- Manage customer queries and defects through to successful resolution
- Support the Customer Care team with workload planning and prioritisation
- Act as deputy to the Head of Customer Care when required
- Handle escalated complaints and complex customer issues
- Coordinate remedial works with subcontractors and internal teams
- Monitor NHBC claims and customer satisfaction performance
- Manage purchase orders, material costs and contra charges
- Produce reports and maintain accurate departmental records
- Attend site meetings and contribute to customer care strategy
- Champion excellent customer service in line with their Customer Charter
What We’re Looking For
- Previous Customer Care Coordinator experience within a housebuilding environment is essential
- Experience managing customer defects and aftercare processes
- Strong communication and relationship‑building skills
- Excellent organisational and administration abilities
- Ability to prioritise workloads in a fast‑paced environment
- Proficient in Microsoft Office applications
- A proactive and customer‑focused approach
What’s On Offer
- Salary from £29,000 to £35,000 depending on experience
- Annual bonus scheme
- 25 days holiday plus bank holidays
- Holiday purchase scheme
- Contributory pension
- Life assurance
- Cycle to Work Scheme
- Employee discounts and benefits portal
- Career development opportunities within a leading UK housebuilder
If you have previous housebuilding customer care experience and are looking for your next challenge, we’d love to hear from you
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