Customer Care Co-Ordinator

Customer Care Co-ordinator Location: Solihull Salary: £24,500 – £30,000 per annum, depending on experience Contract: 1-year fixed-term contract Hours: Monday to Friday, 8:00am – 4:00pm

About the Role

We are looking for an organised and proactive Customer Care Co-ordinator to join the team in Solihull on a 1-year contract. The role will be responsible for coordinating customer care works from the initial reporting of a defect through to completion. You will work closely with customers, clients, site teams, subcontractors and internal departments to ensure issues are managed efficiently, works are followed up effectively and outstanding defects are brought to a successful close.

This is a varied, coordination-focused role that requires excellent communication, organisation and attention to detail.

Key Responsibilities

• Ensure all reported defects are accurately recorded, actioned and closed out efficiently.
• Take ownership of defects from initial notification through to completion.
• Review and action updates provided by site teams and Customer Care operatives.
• Plan and coordinate remedial works with the operational team.
• Coordinate the daily movement and workloads of Customer Care operatives.
• Maintain effective communication with customers to support the successful completion of works.
• Follow up outstanding works to ensure defects are resolved and closed within appropriate timescales.
• Liaise with the Technical Team to coordinate and close out drainage remedial works.
• Provide weekly updates to Contract Managers on live defects and outstanding works.
• Support Contract Managers by providing regular updates on outstanding works across live sites.
• Provide clear and timely feedback on ongoing jobs to relevant stakeholders.
• Build and maintain strong working relationships with internal and external stakeholders.
• Coordinate effective communication between offices, clients, customers, site teams and subcontractors to ensure an efficient and productive service.
• Escalate any concerns, complaints or issues to the Customer Care Manager where appropriate.
• Raise invoices, collate supporting documentation and submit these to the relevant client following completion of chargeable works.
• Follow up and chase outstanding client debt where required.
• Maintain accurate weekly client reports, providing updates on outstanding and ongoing works.

What We're Looking For

The successful candidate will be highly organised, proactive and confident communicating with a range of internal and external stakeholders. You will be comfortable coordinating multiple jobs simultaneously, managing priorities and ensuring that actions are followed through to completion. Strong administration, communication and problem-solving skills are essential, along with good attention to detail and the ability to work effectively in a busy environment.

Salary & Benefits

• £24,500 – £30,000 per annum, depending on experience
• Monday to Friday, 8:00am – 4:00pm
• 1-year contract
• Company pension – 4.5% employee / 3.5% employer
• Life assurance – 2x annual salary
• 23 days' holiday
• Healthy Living Allowance – £20 per month following successful completion of the initial probationary period
• Employee Assistance Programme

Office Location: Solihull