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.