Customer Care Coordinator
Company: SME Residential Developer
Location: Watford 
Salary: Up to £35k

About the Role

The Customer Care Coordinator will manage post-completion customer enquiries, coordinate defect resolution and maintain clear communication with residents throughout the aftercare process.
Cityscape is recruiting on behalf of a residential development business delivering new homes, with the role supporting customers following handover and coordinating remedial works with contractors and internal teams.

What You Will Do

As Customer Care Coordinator, you will coordinate customer service matters from initial notification through to satisfactory resolution.

• Manage customer enquiries and defects, recording issues accurately and keeping residents informed throughout the resolution process.
• Coordinate subcontractor appointments and remedial works, ensuring reported defects are progressed and completed within agreed timescales.
• Liaise with site teams, contractors and customers to arrange access and communicate planned repair appointments clearly.
• Maintain accurate customer care records, updating defect information, correspondence, appointments and completion status for each property.
• Monitor outstanding remedial works, following up contractors and escalating unresolved customer issues through the appropriate internal channels.
• Support customers professionally following handover, providing clear information on reported defects, appointments and progress towards resolution.

• Experience as a Customer Care Coordinator within residential development, housebuilding, construction aftercare.
• Demonstrate experience coordinating property defects and remedial works from initial customer report through to confirmed completion.
• Provide experience liaising directly with homeowners or residents regarding repairs, appointments, access arrangements and outstanding issues.
• Demonstrate experience coordinating subcontractors, trades and site teams to complete post-handover defect and customer care works.
• Provide experience maintaining accurate defect logs, customer correspondence and records across multiple properties and outstanding work items.
• Demonstrate experience handling customer complaints professionally while coordinating practical actions to resolve property-related issues effectively.

• COINS experience
• Demonstrate experience working for a UK housebuilder or residential developer within a dedicated post-completion customer care team.
• Provide experience using customer relationship management or defect management systems to record queries, appointments and completed works.
• Demonstrate experience supporting customers during new-home warranty and post-completion defect periods within residential development.