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Customer Care Co-Ordinator

Job Posted: 3 days ago

Salary: £ 26,500 - 27,500 / Annum
Job Type: Temporary
Location: Sunderland, Tyne and Wear

Expire in: 24 days

Job Description

Customer Care Coordinator (Repairs & Aftercare) 
 
Contract: Temp - Sick cover (4 weeks initially)
Location: Sunderland
Hours: Monday-Friday, 9:00am-5:00pm
Contract: Temporary (Sick Cover)
Rate/Salary: £26,500 - £27,500 dependent on experience

The Role
 
We're recruiting for a Customer Care Coordinator to provide sick cover within a busy social housing customer care team in Sunderland. This is a fast-paced role focused on providing high quality customer care.

You'll act as a key point of contact for tenants/residents and internal teams, ensuring cases are logged accurately, progressed efficiently and resolved within agreed service standards.

Key Responsibilities
 
* Managing inbound customer queries relating to repairs, defects and aftercare
* Logging, updating and closing cases using a customer care system (Clixifix experience desirable)
* Tracking tickets from report → assignment → resolution, ensuring clear case notes throughout
* Coordinating with site teams, subcontractors and supervisors to progress and resolve issues
* Managing contractor appointments and access arrangements
* Keeping residents informed with clear, timely updates and setting expectations professionally
* Monitoring SLAs and escalating cases where required
* Resolving complaints professionally and empathetically
* Maintaining accurate records, uploading photos/documents and ensuring a full audit trail
* Supporting basic reporting and performance tracking where required
* Ensuring compliance with customer care standards and data protection requirements

Essential Experience & Skills
 
* Proven customer service experience (social housing/repairs/maintenance/construction or FM preferred)
* Strong written and verbal communication skills
* Experience handling complaints and sensitive conversations
* High attention to detail with strong administration and case management skills
* Confident liaising with internal teams and external contractors/subcontractors
* Comfortable working in an SLA/KPI-driven environment
* Competent with Microsoft Office (Outlook, Word, Excel)
Desirable

* Experience using Clixifix customer care software
* Experience within social housing, regeneration, or maintenance contracts
* Understanding of repairs/defects workflows and aftercare processes
* Experience working for a principal contractor or housing association
 
Interested?
Please submit your CV or call Jess on (phone number removed)

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

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