Senior Customer Care Coordinator

Role: Senior Customer Care Coordinator
Location: Warrington
Salary: -25,000 - -35,000 (dependent on experience)

Are you an experienced customer care professional with a background in housing or construction?
Do you take pride in delivering industry-leading service while mentoring others and driving process improvement?

We''re looking for a Senior Customer Care Coordinator to join a highly respected, award-winning housebuilder based in Warrington. This is a fantastic opportunity to step into a pivotal role where your experience, insight, and initiative will help shape the customer journey and support the development of the wider team.

Operating nationally with a strong regional presence in the North West, this housebuilder is known for delivering high-quality, affordable homes that support first-time buyers and growing families. With a reputation for integrity, customer satisfaction, and community-first developments, they continue to raise the bar for what great homeownership feels like.

As Senior Customer Care Coordinator, you''ll be responsible for managing complex customer care cases, supporting the performance of the customer service function, and helping maintain a 5-star homeowner experience post-completion.

You''ll serve as a key point of escalation, working closely with internal teams, external contractors, and leadership to ensure issues are resolved efficiently and to the highest standard. In addition, you''ll provide support and guidance to junior team members, helping to embed best practices and improve processes.

• Act as a senior liaison for customer issues, particularly escalated or sensitive cases.

• Lead by example in delivering empathetic, solution-focused aftercare to homeowners.

• Coordinate and manage defect resolution across trades, contractors, and internal teams.

• Ensure service levels and quality standards are consistently met or exceeded.

• Provide mentorship and day-to-day support to junior coordinators.

• Contribute to internal reporting, trend analysis, and service improvement strategies.

• Maintain thorough, up-to-date records using CRM and customer care platforms.

• Identify areas for improvement in processes, systems, or communication flows.

• Previous experience in customer service within the housebuilding or construction sector (essential).

• Strong organisational and communication skills, with the ability to manage multiple priorities.

• Proven ability to handle complex or escalated issues with professionalism and diplomacy.

• A proactive mindset with a focus on continuous improvement.

• Familiarity with NHQC (New Homes Quality Code) or construction defect processes is highly desirable.

• Comfortable using Microsoft Office and customer service software systems.

• A supportive, team-oriented attitude with a desire to help others succeed.