Customer Care Coordinator

Are you passionate about customer care and ready for a role that’s fast-paced, varied and where you can really make an impact? We’re offering an exciting chance to join our dynamic team and play a vital part in creating an outstanding experience for our homeowners. This is a hands-on position where no two days are ever the same – you’ll be organising, problem-solving and building great relationships with homeowners, colleagues and contractors. If you’re a natural multi-tasker who loves a challenge, this could be the perfect next step in your career!

Key Responsibilities

• Manage and resolve defects for occupied homes within our developments, ensuring homeowners receive the highest standard of service at every stage.
• Schedule and coordinate appointments with the Maintenance Manager and subcontract trades, ensuring works are booked promptly and completed efficiently.
• Build and maintain strong, proactive relationships with homeowners, clients and contractors to support smooth communication and effective issue resolution.
• Obtain quotations, raise purchase orders and ensure all recoverable costs are charged back to the relevant contractors.
• Accurately update and maintain daily defect and snagging records using our defect management system, Snag R (training provided).
• Provide general administrative support, including ad-hoc tasks such as emergency key drop-offs – being a flexible and supportive team player.
• Support the Customer Care Manager with end-of-defect inspections, site quality checks and plot sign-offs to prepare homes for completion.
• Work closely with the Front of House Administrator to ensure handover documents and homeowner folders are complete, and properties meet the highest standards before handover.
• Escalate persistent or recurring issues to the Customer Care Manager and contribute to continuous service improvement.
• Issue homeowner satisfaction surveys following property completion and monitor feedback.
• Carry out quarterly inspections on retained properties to ensure they remain defect-free and in excellent condition.

This is a full-time, permanent role (Monday to Friday, 8am–5pm, with a 4:30pm finish on a Friday), offering the chance to grow and develop within a small, friendly and supportive team.

In return, we offer:

• A competitive salary and bonus package
• Free onsite parking
• An office with sea views
• Fun and sociable company events
• Cycle to work scheme

You’ll also need to hold a full UK driving licence, as our developments are spread across Dorset and Hampshire.

If this sounds like the role for you, we’d love to hear from you! Please contact Cherie, Customer Care Manager, on 01202 734949 or send your CV and covering letter to cherie.reed@ajcgroup.uk.