Job Details

My client is a leading Civil Engineering and Groundworks contractor operating nationally across multiple regional offices, currently looking for a customer care coordinator, based in Tamworth.

Built on a reputation for quality, safety, technical expertise and customer service, we work in partnership with major housebuilders and developers to deliver infrastructure, groundworks and civil engineering projects.

Purpose of the Role
The Customer Care Co-ordinator is responsible for managing customer care cases from initial notification through to successful completion and closure. Acting as the central point of contact for developers, clients, homeowners and internal operational teams, the role ensures defects, enquiries and service requests are handled professionally, efficiently and in line with customer care standards and service level agreements.
The role plays a key part in protecting the company's reputation, delivering excellent customer experiences and supporting the achievement of Customer Service Excellence across all regional operations.

Key Responsibilities
Customer Care Administration

• Receive, log and manage customer care defects and service requests.
• Maintain accurate records within the customer care database and management systems.
• Ensure all customer care cases are correctly allocated and tracked through to completion.
• Monitor outstanding actions and follow up as required to ensure timely resolution.

Customer Communication

• Act as the first point of contact for customers, homeowners and client representatives.
• Acknowledge customer care requests within agreed response times.
• Keep customers informed throughout the lifecycle of each case.
• Manage customer expectations professionally and courteously.
• Handle customer concerns and complaints with empathy and professionalism.

Co-ordination of Repairs and Inspections

• Liaise with Contracts Managers, Site Teams, Operatives and Subcontractors to arrange inspections and remedial works.
• Schedule appointments with homeowners and clients.
• Issue diary invites and appointment confirmations.
• Co-ordinate resources to ensure remedial works are completed within agreed timescales.

Database and Reporting

• Maintain accurate records of defects, customer communications, inspections and completed works.
• Produce reports on response times, completion rates and outstanding customer care cases.
• Assist in monitoring KPIs and service standards.
• Identify recurring issues and emerging trends.

Commercial and Financial Responsibilities

• Assist in obtaining quotations for chargeable works.
• Process approved customer care orders.
• Support invoice administration and payment tracking where required.
• Ensure all supporting documentation is accurately recorded.

Stakeholder Management

• Build effective working relationships with:
  • Site Management Teams
  • Contracts Managers
  • Construction Directors
  • Technical Teams
  • Commercial Teams
  • Clients and Developers
  • Homeowners
• Promote a positive and professional image of the business at all times.

Continuous Improvement

• Support initiatives aimed at improving customer satisfaction and service delivery.
• Contribute to lessons learned reviews and defect trend analysis.
• Promote a "right first time" approach by sharing recurring issue data with operational teams.

Key Performance Indicators (KPIs)

• Customer care requests acknowledged within company SLA.
• Defects logged accurately and on time.
• Appointment booking timescales achieved.
• Customer satisfaction levels maintained or improved.
• Reduction in overdue customer care cases.
• Accurate maintenance of customer care records and databases.
• Timely closure of customer care actions.

Skills, Knowledge and Experience
Essential

• Previous experience in a customer care, customer service or administration role.
• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Ability to manage multiple priorities simultaneously.
• Confident using Microsoft Office packages including Outlook, Word and Excel.
• Excellent attention to detail.
• Ability to work effectively with operational and technical teams.

Desirable

• Experience within construction, housebuilding, groundworks or civil engineering.
• Knowledge of defects management processes.
• Experience using customer care management systems.
• Understanding of construction terminology and build processes.

Personal Attributes

• Customer focused.
• Professional and approachable.
• Highly organised.
• Proactive and solution orientated.
• Calm under pressure.
• Resilient when dealing with challenging situations.
• Team player with a positive attitude.
• Committed to delivering excellent customer service.

Career Development Opportunities
This role offers progression opportunities into:

• Senior Customer Care Co-ordinator
• Customer Care Manager
• Head of Customer Care

with continued development in customer service excellence, quality assurance and operational support within the Groundworks and Civil Engineering sector.

About Us

We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.

We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies Privacy Notice.