Customer Service Co-ordinator

Location: Baughurst, Hampshire

Hours: 37.5 hours per week

Reporting to: Customer Support Manager

To enable the delivery of an excellent customer service that meets the needs of our homeowner’s post-sale and ensures that works are carried out to meet the Bewley New Home Standard. To provide advice and support to enable the sub-contractors and customer service operatives to deliver an effective service. As Customer Service Co-ordinator, you will be handling enquiries, prioritising competing customer needs whilst being proactive in responding to and scheduling defect works and technical inspection visits.

Personal Qualities 

  • Ability to communicate effectively at all levels
  • Patient, calm and empathetic
  • Self-motivated to deliver a high standard of customer service
  • Have exceptionally good all-round organisational skills and the ability to meet strict deadlines through effective prioritisation
  • Committed team player
  • Confident telephone manner and the ability to handle complaints in a busy environment effectively
  • Taking ownership to ensure a situation is resolved efficiently and effectively


Responsibilities and Duties

  • Responsible for the day-to-day scheduling of the Customer Service Operatives’ workload, and coordination of the administrative tasks
  • Making courtesy calls in line with the customer journey
  • Stock control for Customer Service Operatives van
  • Accurately diagnose defects; prioritise repairs and make appointments for customers for works to be completed – Ensuring that once work is complete that the issue is closed out with the customer
  • Log all contact with customers on COINS ensuring the data is accurate and up to date, all information regarding a plot is allocated to that plot and data cleansed/discussed with the customer while working on that plot
  • Responsibility for identifying possible ‘contra-charge’ situations and giving notice to sub-contractors where necessary and raising the correct paperwork in line with the current process
  • Liaise between customers and contractors to ensure that information is shared appropriately and accurately
  • Deliver all services within the guidance of data protection legislation
  • Work with colleagues to deliver a seamless service to all customers
  • Deliver a high standard of customer service to all customers, through a range of different formats, including phone and email
  • Establish the nature of defects through intelligent questioning, determining works required and arranging inspections for more complex works
  • Manage relationships with customers, contractors and colleagues, ensuring customers are always kept informed
  • Allocate jobs to the appropriate contractor via COINS, to ensure that it can be resolved effectively to meet our repair priority targets
  • Ensure all costs are managed through the correct process and registered in line with procedures
  • Carry out any other duties commensurate with the role



  • Minimum level 2 in English and Mathematics
  • Customer Service qualification, or equivalent experience



  • Ability to prioritise and organise tasks
  • Ability to build rapport with customers, colleagues and sub-contractors, maintaining excellent working relationships
  • Excellent IT, written and verbal communication skill



  • Sound knowledge of the development sector
  • A good understanding of common new home defects and the snagging process



  • Experience of delivering a high standard of customer service in a high-pressured environment
  • Experience of working in the housing, development, maintenance or similar industry, delivering a customer-led service



  • Willingness to bring forward new ideas, challenge areas where we can improve, and to contribute to our ongoing success
  • Being passionate about your role, which may include working flexibly on occasions


Coronavirus update: To our customers, colleagues and friends - we wish you all a safe passage through these times and good health. Please take care. For more information please view our Health Policy and Visiting Arrangements

Stamp duty is no longer payable on homes up to £500,000 until March 2021