Customer Care Coordinator

Please note this role is a 12 month fixed term contract.

We’re looking for a Customer Care Coordinator to join our team and help deliver a high-quality, responsive service to our residents from pre-construction of our new build homes through to handover and occupation. You’ll be the key point of contact for customers, contractors, and internal teams, ensuring that every new home meets expectations and that any issues are resolved quickly and professionally. This is a dynamic role where you’ll be involved in everything from snagging and home demonstrations to defect resolution and customer support, helping to create a positive experience for every resident.

What you'll do

On a day-to-day basis, you’ll carry out pre-move-in snagging checks, organise and deliver home demonstrations, and ensure handover documentation is complete and accessible. You’ll liaise with residents to log and resolve snagging issues, support the Delivery Team during construction, and attend progress meetings on site with the contractors. You’ll manage customer queries via email and phone, visit homes to resolve issues early, and maintain accurate records across housing management systems. You’ll also support the Customer Care Manager by reporting on key issues and ensuring service levels and KPIs are consistently met.

You will be required to attend the office 1 day a week with 1 or 2 days out on site.

What you'll need

• Experience in defects resolution, aftercare, or repairs within social housing or private sector
• Strong communication and negotiation skills with internal and external stakeholders
• Good understanding of the construction process and project management principles
• Excellent organisational skills and attention to detail, especially when reviewing documentation
• Confidence in delivering exceptional customer service and managing expectations effectively

Why Join Us?

When you join Peabody, you’re joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer

• 30 days’ annual holiday, plus bank holidays
• two additional paid volunteering days each year
• flexible benefits scheme, including family friendly benefits and access to a discount portal
• 4 x salary life assurance
• up to 10% pension contribution

If this sounds like we are right for you and you’d love to be part of Peabody, we’d like to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role.

If you have any questions about this role, please email Talent Specialist, Chloe Singleton at chloe.singleton@peabody.org.uk

Interviews will be taking place Monday 27th October

We may close this advert before the advertised closing date, depending on the number of applications received.

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.