Customer Service Coordinator

Customer Service Coordinator

We're looking for a Customer Service Coordinator to join our London & East team, based in Hitchin, to play a vital role in delivering outstanding customer care throughout the Defects Liability Period and beyond across various construction projects which we have delivered.

As the successful candidate, you'll coordinate and support the completion of defects, ensuring customers remain well-informed and receive the highest standard of service. You'll work closely with Senior Customer Service Coordinators, Customer Service Managers, and our supply chain to make sure issues are resolved efficiently, accurately, and within agreed KPIs.

This role is ideal for someone who thrives on organisation, communication, problem-solving, using your own initiative and delivering an exceptional customer experience.

NB. This position is full-time permanent, Monday to Friday.

Key Responsibilities / Deliverables:

• Provide day-to-day support to the Customer Service team.
• Deliver administrative and coordination support, including accurate record keeping, scheduling, and preparing documentation.

• Seek technical advice where required and ensure information is shared promptly.

• Organise and coordinate operatives, engineers, and supply chain partners to resolve defects efficiently.

• Build strong internal and external relationships, always maintaining professionalism.

• Communicate with customers and residents using a range of methods to keep them updated on progress and resolutions.

• Produce clear, accurate, well-presented reports and documents within required timescales.
• Manage complaints in line with customer service procedures.
• Ensure written confirmation of satisfactory completion of defects from both customers and supply chain partners.

• Help customers understand the difference between genuine defects and general maintenance queries and non-defects.

• Prioritise and manage a high volume of defect requests, particularly during peak periods.

• Review all open tasks daily, keeping records up to date in the aftercare system (MiAftercare — training provided).

Essential Skills:

• Proven experience in customer service, coordination, or a similar role.
• Strong communication and interpersonal skills, comfortable dealing with residents, facilities teams, and various stakeholders.
• Excellent organisation, diary/entry management, and administrative skills.
• Ability to prioritise multiple open jobs and remain calm under pressure.
• Confident using Microsoft Office (Outlook, Word, Excel, Teams).
• Full UK driving licence (due to office base and occasional travel).
• Common-sense approach, strong initiative, and reliability.

Desirable Skills:

• Experience within construction aftercare, housing, facilities, or a defects-related environment.
• Familiarity with defect identification and escalation.
• Experience liaising with supply chain partners or contractors.
• Interest in learning digital systems (MiAftercare training provided).

About Us:

With over 170 years of rich history, Willmott Dixon's purpose is beyond profit; delivering brilliant buildings, transforming lives, strengthening communities and enhancing the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and solid privately owned business where our people can thrive.

Willmott Dixon was recognised by The Sunday Times as one of the Top 10 "Big" Companies to Work For in 2025, named among the Times Top 50 Employers for Gender Equality in 2024, and ranked in the Top Five of Europe's 1,000 best workplaces by the Financial Times in 2025.

Willmott Dixon is also the first major contractor and developer to win a King's Award for Enterprise in the category of sustainable development.

Job Reference: CON02272