Job Description

Job Title Customer Care Coordinator

Role Type Permanent/Full Time

Job Location Billingshurst

Reports to Customer Care Operations Manager

The Company

From day one, Thakeham has been driven by a clear vision: to transform the way people think about new-built developments. Over 20 years later, that ethos is still very much alive, reflected in our numerous awards and reputation in the sector.

An infrastructure-led community creator and strategic land promoter, Thakeham is committed to partnerships, innovation and creating amazing places to live and work. We are industry-leading in sustainability and biodiversity. We were one of the first to introduce Zero Bills homes in partnership with Octopus Energy.

We pride ourselves on our 'Infrastructure first' approach, ensuring communities benefit from new development at the outset rather than later in the process. We deliver social, affordable and retirement housing for a wide range of housing associations and local authorities.?

People are Thakeham's most important asset, and this is reflected in the way we operate. We are proud to be listed in the Top 50 Best Mid-Sized Companies to Work For 2025.

With around 185 employees, our people enjoy excellent rewards and working conditions in an exciting business that offers career opportunities. Thakeham is keen to develop, guide, and support our employees, regardless of their career stage.

We value diversity and encourage people to bring their full, authentic selves to work. A Gold Armed Forces Covenant signatory and supporter of the armed forces' charity Building Heroes, Thakeham operates a Talent for Development outreach campaign for military veterans and college leavers.

We combine meaningful work with opportunities to give back, through volunteering and fundraising initiatives that support our communities such as the Housebuilder Challenge and offering two paid volunteering days per year to do so. Where roles allow, our summer hours policy in June, July and August allows people to enjoy longer weekends with their loved ones. A flexible approach to working is available all year round.

At Thakeham, we build communities together.

The Department

The Customer Care team plays a vital role in ensuring the quality of our homes through thorough inspections, supporting homeowners as they settle in, and nurturing strong relationships via phone and on-site interactions. Our mission is to deliver exceptional service and create a warm, welcoming environment where every customer feels appreciated.

We are seeking a Customer Care Coordinator to assist the Customer Care team with daily tasks and serve as the primary point of contact for customers reporting defects and handling any post-occupation enquiries.

The Job Role

The successful candidate will;

Onboarding customers, including welcome letters and homeowner guidelines

Managing incoming contact, timely responses, and keeping customers up to date

Defect management, ensuring timely resolution within agreed SLAs

Recording comprehensive and accurate documentation in the Coins system

Respond to formal complaints and investigate/escalate in line with the process

Coordinating Care Manager & Technician diaries for site visits and inspections

Effective use of sub-contractor & technician resource

Issue work instructions and defect notifications, raising notices where required

Apply contra-charges for remedial works to ensure cost recovery is handled efficiently

Maintain customer & subcontractor contact details for out-of-hours service provider

First-level approval of supplier invoices against purchase order & completed works

Compile and distribute weekly progress reports for our partnership Client contracts.

Maintain and update NHBC claim documentation.

Status reporting and progress update for issues that have breached SLA

Status reporting and progress updates for EOD (end of defect)

Perform general administrative duties, including logging letters and sending letters of acknowledgement.

Collaborate with internal departments to resolve any defect-related issues

This list is not exhaustive. Tasks will evolve in line with the individual's development, experience, and business operational requirements

The Required Skills

Excellent communication skills, both written and verbal, are essential

Customer-focused with a commitment to delivering exceptional service

Ability to interact confidently and constructively with colleagues at all levels

Proficient in MS Office applications, including Word, Excel and Outlook.

Knowledge of Coins is advantageous

Excellent attention to detail and strong organisational skills.

Capable of managing time effectively and prioritising tasks efficiently.

Maintain a professional attitude, exercising discretion and confidentiality at all times.

Works well within a team environment and contributes positively to group efforts.

Adaptable and willing to take on a diverse range of responsibilities.

Self-motivated with the ability to work independently and offer practical solutions.

Previous experience in a customer care role is preferred.

The Benefits

- Competitive salary

- Salary sacrifice car scheme

- Annual holiday allowance 26 days increasing to 27 after 3 years' service and 28 after 5yrs service (plus bank holidays)

- Life assurance

- Private medical insurance

- Health screening

- Pension scheme

- Bonus scheme

- Flexible working hours in a modern office environment / Working from Home Policy

- Excellent development and progression opportunities for the right candidate

- Company Social events

Plus a whole range of other employee benefits that we can tell you all about, our employees are rewarded for their performance, attitude and results.

#happytotalkflexibleworking

Thakeham is committed to providing equal opportunities in employment and treating people fairly. We will treat all job applicants and employees equally regardless of age, race, religious belief, colour, ethnic or national origin, sex, marital status, sexual orientation or disability. We welcome applicants from all sectors of society and we are committed to promoting an inclusive environment for all.

Job Types: Full-time, Permanent

Benefits:

Company pension Flexitime On-site parking Referral programme Work from home
Work Location: Hybrid remote in Billingshurst RH14 9JS