Senior Customer Care Coordinator

Senior Customer Care Coordinator

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At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.

There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our Scotland East Division, located in Livingston is looking to recruit a Senior Customer Care Coordinator to join the Division’s Customer Care team.

The Role

The Senior Customer Care Coordinator plays a key role delivering a high standard of customer service throughout the post-completion journey, ensuring timely communication, defect resolution, and system accuracy in line with the Bellway Customer Charter, NHBC, and NHQC expectations. As a senior you will be supporting both the operational and strategic functions of the Customer Care department.

This position requires you to act as a deputy to the Head of Customer Care for customer escalations when required. The role involves managing complex customer concerns and complaints, supporting the wider team, and contributing to continuous improvement initiatives.

This role reports of the Division’s Head of Customer Care.

Principal accountabilities of the Senior Customer Care Coordinator role include:

Positively contribute to the level of service delivered to our customers, in line with the Bellway Customer Care Charter and the standards expected by the NHBC and NHQC.

Effectively manage the workload and tasks of the Customer Care team to ensure fair distribution and timely responses aligned with customer needs and service level agreements, when instructed by the Head of Customer Care

Build strong rapport with customers through courtesy calls, home visits, and drop-in sessions at designated developments.

Champion the NHBC Customer Satisfaction Survey through positive engagement throughout the customer journey.

Take ownership of escalated complaints and complex customer issues, supporting resolution through to completion.

Maintain and regularly update records of NHBC claims, tracking progress to ensure resolution within agreed service levels.

Manage material costs, purchase orders (POs), and contra charges efficiently and in line with financial authority.

Ensure all departmental administration is current and accurate, producing meaningful reports to support decision-making and performance tracking.

Contribute to divisional customer outcomes and experience by actively participating in team meetings, site closure meetings, and ad hoc sessions.

Liaise regularly with the Head of Customer Care to provide input into departmental planning, KPIs, and staff development/training initiatives.

Please note: The above list of accountabilities is not exclusive or exhaustive. The post holder may be required to undertake additional duties as reasonably expected within the scope of the role.

Experience, Qualifications and Skills

Experience

Significant relevant experience of working in a fast-paced Customer Care environment

Experience of working as a Customer Care Coordinator is advantageous

Qualifications and Training

GCSE Maths and English – Grade 4/C (or equivalent)

Customer Care qualification would be advantageous

Skills and Aptitude

Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of people

Ability to liaise with internal and external personnel

Strong administration skills with the ability to coordinate numerous priorities during the working day

Ability to work to deadlines in a fast-paced environment

Ability to work on own initiative and as part of a team

Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and outlook)

Committed to diversity and inclusion

The Role and Working Conditions

Willing to be flexible in respect to day-to-day duties and hours worked

Ability to travel to all development sites and the divisional office

In return we can offer you:

Competitive salary

Competitive annual bonus

Contributory pension scheme

25 days holiday, plus bank holidays

Access to discounts and benefits portal

ShareSave Scheme

Cycle to Work Scheme

Life assurance

Holiday Purchase Scheme

Earn and Learn Opportunities

We reserve the right to close this vacancy if a large volume of applications are received