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
Interested?
Please submit your CV or call Jess on (phone number removed)