Customer Service Coordinator

Job DescriptionThe VacancyJoin Our Team as a Customer Service CoordinatorLocation: Croydon (Responsive Maintenance Division)We’re looking for a dedicated Customer Service Coordinator to join our team in Croydon, supporting one of our social housing contracts. In this role, you’ll be the central point of contact for residents, ensuring their concerns and complaints are handled with care, professionalism, and efficiency.You’ll play a vital role in maintaining trust and satisfaction by managing customer feedback and resolving issues throughout our maintenance programmes.Key Responsibilities️ Act as the primary contact for residents raising complaints or service concerns. Manage and resolve customer complaints in a timely and empathetic manner, ensuring clear communication throughout. Maintain accurate records of all customer interactions, complaints, and resolutions using our internal systems. Liaise with internal teams and contractors to investigate and resolve issues effectively. Coordinate follow-ups and ensure residents are kept informed of progress and outcomes. Identify recurring issues and contribute to service improvement initiatives. Prepare reports and summaries of complaint trends for management review. RequirementsProven experience in customer service, complaints handling, or resident liaison-ideally within housing or maintenance services. Strong communication and conflict resolution skills. Excellent attention to detail and ability to manage multiple cases simultaneously. Proficient in IT systems and comfortable using databases and reporting tools.We welcome applicants from all backgrounds and assess any disclosed convictions individually. We’re committed to fair hiring practices and creating an inclusive workplace.Ready to make a real impact in residents' livesApply now and become part of a team that values empathy, accountability, and continuous improvement.Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.To learn more about the checks included in this process, please click on the following link: National Security VettingWork for WatesWates is one of the UK’s leading family-owned development, building and property maintenance companies. Founded over 125 years ago, we have a proud legacy in the built environment.We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in, and treated with care.We are proud to be recognised as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.Work for WatesWates Group is one of the largest, and most successful family-owned private construction, development, and property services companies in the UK. We are building a place to work where everyone belongs, by one small act of inclusion at a time. We celebrate difference and welcome diversity.As a responsible and inclusive employer, we are committed to equality and are proud to have been recognised for this through a range of accolades including gold accreditation with Investors in People, we are also a Disability Confident employer. Being a family owned, business means we understand and value long term relationships.The Wates Group are committed to three ambitious environmental targets for 2025: Zero Waste, and Zero Carbon, from our operations and Positive Nature Enhancement. Wates are pushing to take a leading role in reducing our industry’s environmental impact.