Customer Care Coordinator

Job Type:

Permanent

London (Hybrid)

Benefits

Benefits:

• £35k Annual Salary

• Hybrid – 2 days office (London), 3 days remote

• 5% annual bonus scheme

• Matched pension contributions up to 7%

• 35 days holiday (including bank holidays) with the option to buy/sell additional days

• Ongoing training and career development

• Discounts and exclusive offers from top retailers, gyms, cinemas, and more

About the Role

CR3 is currently representing a leading social enterprise housebuilder dedicated to delivering high-quality, affordable homes across the UK. With a strong commitment to social value and sustainability, they combine commercial expertise with a purpose-driven approach. As they continue to grow, they are looking to appoint a Customer Care Coordinator to join their customer service team.

About the Role:

As Customer Service Coordinator, you’ll support new homeowners by managing post-completion enquiries and coordinating aftercare. This includes logging defects, liaising with contractors and site teams, arranging remedial works, and keeping customers informed throughout the resolution process. You’ll also handle escalated issues with care and professionalism, always aiming to deliver a positive customer experience.

Key Responsibilities:

• Act as the first point of contact for customers via phone, email, and webchat

• Log, track, and manage defect cases through to resolution

• Liaise with contractors and internal teams to arrange remedial works

• Communicate updates clearly and professionally to customers

• Assist with complaint escalations and maintain service standards

• Attend site visits where required (a driving licence is preferred)

Requirements

• Proven experience in a customer service or customer care role, ideally within housing, property management, or a related sector.

• Excellent communication skills, both written and verbal, with the ability to confidently handle customer queries and complaints in a professional and empathetic manner.

• Strong organisational and administrative skills with the ability to manage multiple tasks, prioritise workload, and meet deadlines.

• A proactive and solutions-focused approach to resolving issues, always aiming to deliver a positive customer experience.

• High level of accuracy and attention to detail when logging, tracking, and updating customer cases and records.

• Proficient in the use of Microsoft Office applications and customer relationship management (CRM) systems.

• Ability to work both independently and as part of a team in a fast-paced, customer-focused environment.

• Knowledge of housing, repairs, maintenance, or social housing legislation (desirable but not essential).

• Flexible and adaptable with a willingness to learn and contribute to service improvements.