Salary: £28,000 – £31,000 per annum
Location: Bury St Edmunds
As part of our ongoing growth, we’re looking for a Customer Care Coordinator to join our expanding team based at our Head Office near Bury St Edmunds.
Reporting directly to the Head of Customer Care, you’ll be a key point of contact for customers after they move into their new homes, ensuring any issues are handled efficiently, professionally, and with a focus on providing an exceptional experience.
Key Responsibilities
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Act as the main point of contact for customers, managing phone calls, emails, and enquiries with professionalism and empathy.
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Log and update all cases accurately within internal systems (including Clixifix) to ensure information is current and KPI targets are met.
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Coordinate remedial works with maintenance operatives, contractors, and suppliers to ensure timely resolution of issues.
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Schedule and confirm appointments, liaising with Site Managers, Contracts Managers, and other stakeholders to ensure smooth communication between all parties.
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Monitor progress of ongoing works and follow up to ensure they’re completed to the expected quality standards and within agreed timescales.
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Record all customer interactions and outcomes clearly to support reporting and performance tracking.
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Escalate and acknowledge complaints in line with company procedures, ensuring customers receive timely updates.
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Provide feedback to internal teams to support continuous improvement and enhance the overall customer experience.
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Support the wider Customer Care team with general administration and any ad-hoc duties as required.
About You
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Excellent communication and interpersonal skills, with a strong customer-first attitude.
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Highly organised with great attention to detail and the ability to prioritise tasks effectively.
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Confident using Microsoft Office and CRM or case management systems (experience with Clixifix is beneficial).
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A team player who can also work independently in a fast-paced environment.
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Previous experience in a customer service, coordination, or administrative role — ideally within housebuilding, construction, or property management.
If you’re passionate about providing great customer service and want to be part of a growing, supportive team, we’d love to hear from you