Customer Care Coordinator

Our Vacancy

Customer Care Coordinator

Location: Field-based across Cambridge, North London, Essex and surrounding areas (regular travel required)

We’re looking for a Customer Care Coordinator to join our Investment team and play a key role in delivering an outstanding customer experience across our new homes portfolio.

This is a highly customer-facing, field-based role, where you’ll be out in the region supporting residents through their journey - from pre-construction to move-in and beyond - ensuring any defects or issues are resolved smoothly and professionally.

You’ll be the face of our service, working closely with customers, contractors and internal teams to ensure homes are delivered to a high standard and our residents feel supported every step of the way.

This is a fixed term contract until 31st March 2027.

About the role

Your day might include visiting customers in their homes, carrying out snagging inspections, coordinating defect resolutions with contractors, and supporting customers through their move-in experience.

• Carry out pre- and post-handover inspections, including snagging and defect identification
• Act as a key point of contact for customers, managing queries and resolving issues
• Coordinate defect resolution with contractors and internal teams
• Deliver home demonstrations and support customers through the move-in process
• Maintain accurate records across systems and ensure all updates are logged correctly
• Build strong relationships with stakeholders across delivery, construction and customer care teams
• Proactively identify and resolve issues to ensure high customer satisfaction

What you’ll bring

You’re a confident, customer-focused professional who enjoys working on-site and building relationships. You’re organised, proactive and comfortable managing a varied workload across multiple locations.

We would like you to have:

• Experience in customer care, defects resolution, aftercare or repairs (housing, construction or property environment)
• Strong communication and stakeholder management skills
• Ability to manage customer expectations and resolve issues effectively
• A proactive, solutions-focused approach
• Good IT skills, including experience using systems to track and manage cases
• Strong organisational skills, with the ability to manage your own diary and workload

Essential:

• Full, clean UK driving licence
• Access to a car and willingness to travel regularly

Desirable:

• Knowledge of construction or development processes
• Experience within housing or new build environments

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’re committed to building organisational resilience that protects our people, communities and services.

What We Offer

• 30 days annual leave, plus bank holidays
• Two paid volunteering days each year
• Flexible benefits scheme and employee discount portal
• Life assurance at 4x your salary
• Up to 10% pension contribution

What to expect from our recruitment process

We’re committed to a fair, inclusive, and transparent recruitment process.

The selection process will consist of two stages: an initial video interview, followed by a second-stage interview for successful candidates. Final interviews are planned to take place on the 29th July 2026.

Please read before you apply

• You must have the right to work in the UK; we are unable to provide visa sponsorship.
• We reserve the right to close this advert early if we receive a high volume of suitable applications.
• This is a fixed term contract until 31st March 2027.

Please apply by submitting an anonymised CV and a short statement outlining how your expertise aligns with the requirements of the Customer Care Coordinator role.

If you need to ask us anything else at all, feel free to drop an email to Talent Specialist Jo Shorey at jo.shorey@peabody.org.uk